Service Management ConsultingA Vendor-Agnostic Sales Approach

VP of Service Management Steven St GermainPractice Lead Roger Dingus

Design Architect KC amp NC Larry Slobodzian

Agenda

bull What Does AOS SRM Consulting Dobull What is ITILbull What Can ITIL Do For Youbull Security and ITILbull What Else Can AOS Dobull AOS ServiceNow Consultant Profilesbull Case Studies

What Does AOS SRM Consulting Do

bull SRM = Service Relationship Managementbull ITIL = Information Technology Infrastructure

Librarybull ITSM = IT Service Managementbull ITAM = IT Asset Managementbull ITOM = IT Orchestration Management

bull More Efficient Effective Secure

What is ITIL

ITIL Processes

Service Strategybull Strategy Management for IT servicesbull Service Portfolio Managementbull Financial Management for IT Servicesbull Demand Managementbull Business Relationship Management

Service Designbull Design Coordinationbull Service Catalog Managementbull Service Level Managementbull Availability Managementbull Capacity Managementbull IT Service Continuity Managementbull Information Security Managementbull Supplier Management

Service Transitionbull Transition Planning and Supportbull Change Managementbull Service Asset and Configuration Managementbull Release and Deployment Managementbull Service Validation And Testingbull Change Evaluationbull Knowledge Management

Service Operationbull Event Managementbull Incident Managementbull Request Fulfillmentbull Problem Managementbull Access Management

Continual Service Improvementbull Seven step Improvement Process‐

What Can ITIL Do For You

Benefits of ITIL

Financial1) Reduce IT service cost2) Improve IT-supported sales3) Reduce time to market by reducing support fulfillment cycle time

Internal1) Improve the capacity utilization of assets2) Improve Staff productivity

Customer1) Improve the accuracy and frequency of operational information2) Improve the predictability of IT service quality

Learning and Innovation1) Reduce rework by reusing internal best practices2) Improve predictive preventative and proactive controls of IT services

Process and Service Improvement of IT Operations Using ITIL

Gartner (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Plexent Case Study

Improvement Factor Current Projected Savings

Reduction in incidents 10 5000 4500 $20000

Reduce first call time 1 minute 12 11 $16667

First call resolution rate 20 40 30 $20000

Reduce escalations 5 35 33 $27500

Redirect to self-service 10 0 10 $20000

Total $120500

Plexent Sample Report ldquoReturn on Investment Incident Managementrdquo (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Pink Elephant Study (2006)

bull Proctor amp Gamble ndash 6-8 cut in operating expensesndash 10 reduction in help desk calls

bull Avayandash Cut IT budget by 30

bull Capital Onendash Business-critical incidents reduced by 92ndash Software and system crashes reduced by 30

bull Sallie Maendash Reduce help desk call length by 40

bull USPSndash 50 reduction in incident resolution timendash 30 shorter time to complete change requests

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

Agenda

bull What Does AOS SRM Consulting Dobull What is ITILbull What Can ITIL Do For Youbull Security and ITILbull What Else Can AOS Dobull AOS ServiceNow Consultant Profilesbull Case Studies

What Does AOS SRM Consulting Do

bull SRM = Service Relationship Managementbull ITIL = Information Technology Infrastructure

Librarybull ITSM = IT Service Managementbull ITAM = IT Asset Managementbull ITOM = IT Orchestration Management

bull More Efficient Effective Secure

What is ITIL

ITIL Processes

Service Strategybull Strategy Management for IT servicesbull Service Portfolio Managementbull Financial Management for IT Servicesbull Demand Managementbull Business Relationship Management

Service Designbull Design Coordinationbull Service Catalog Managementbull Service Level Managementbull Availability Managementbull Capacity Managementbull IT Service Continuity Managementbull Information Security Managementbull Supplier Management

Service Transitionbull Transition Planning and Supportbull Change Managementbull Service Asset and Configuration Managementbull Release and Deployment Managementbull Service Validation And Testingbull Change Evaluationbull Knowledge Management

Service Operationbull Event Managementbull Incident Managementbull Request Fulfillmentbull Problem Managementbull Access Management

Continual Service Improvementbull Seven step Improvement Process‐

What Can ITIL Do For You

Benefits of ITIL

Financial1) Reduce IT service cost2) Improve IT-supported sales3) Reduce time to market by reducing support fulfillment cycle time

Internal1) Improve the capacity utilization of assets2) Improve Staff productivity

Customer1) Improve the accuracy and frequency of operational information2) Improve the predictability of IT service quality

Learning and Innovation1) Reduce rework by reusing internal best practices2) Improve predictive preventative and proactive controls of IT services

Process and Service Improvement of IT Operations Using ITIL

Gartner (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Plexent Case Study

Improvement Factor Current Projected Savings

Reduction in incidents 10 5000 4500 $20000

Reduce first call time 1 minute 12 11 $16667

First call resolution rate 20 40 30 $20000

Reduce escalations 5 35 33 $27500

Redirect to self-service 10 0 10 $20000

Total $120500

Plexent Sample Report ldquoReturn on Investment Incident Managementrdquo (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Pink Elephant Study (2006)

bull Proctor amp Gamble ndash 6-8 cut in operating expensesndash 10 reduction in help desk calls

bull Avayandash Cut IT budget by 30

bull Capital Onendash Business-critical incidents reduced by 92ndash Software and system crashes reduced by 30

bull Sallie Maendash Reduce help desk call length by 40

bull USPSndash 50 reduction in incident resolution timendash 30 shorter time to complete change requests

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

What Does AOS SRM Consulting Do

bull SRM = Service Relationship Managementbull ITIL = Information Technology Infrastructure

Librarybull ITSM = IT Service Managementbull ITAM = IT Asset Managementbull ITOM = IT Orchestration Management

bull More Efficient Effective Secure

What is ITIL

ITIL Processes

Service Strategybull Strategy Management for IT servicesbull Service Portfolio Managementbull Financial Management for IT Servicesbull Demand Managementbull Business Relationship Management

Service Designbull Design Coordinationbull Service Catalog Managementbull Service Level Managementbull Availability Managementbull Capacity Managementbull IT Service Continuity Managementbull Information Security Managementbull Supplier Management

Service Transitionbull Transition Planning and Supportbull Change Managementbull Service Asset and Configuration Managementbull Release and Deployment Managementbull Service Validation And Testingbull Change Evaluationbull Knowledge Management

Service Operationbull Event Managementbull Incident Managementbull Request Fulfillmentbull Problem Managementbull Access Management

Continual Service Improvementbull Seven step Improvement Process‐

What Can ITIL Do For You

Benefits of ITIL

Financial1) Reduce IT service cost2) Improve IT-supported sales3) Reduce time to market by reducing support fulfillment cycle time

Internal1) Improve the capacity utilization of assets2) Improve Staff productivity

Customer1) Improve the accuracy and frequency of operational information2) Improve the predictability of IT service quality

Learning and Innovation1) Reduce rework by reusing internal best practices2) Improve predictive preventative and proactive controls of IT services

Process and Service Improvement of IT Operations Using ITIL

Gartner (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Plexent Case Study

Improvement Factor Current Projected Savings

Reduction in incidents 10 5000 4500 $20000

Reduce first call time 1 minute 12 11 $16667

First call resolution rate 20 40 30 $20000

Reduce escalations 5 35 33 $27500

Redirect to self-service 10 0 10 $20000

Total $120500

Plexent Sample Report ldquoReturn on Investment Incident Managementrdquo (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Pink Elephant Study (2006)

bull Proctor amp Gamble ndash 6-8 cut in operating expensesndash 10 reduction in help desk calls

bull Avayandash Cut IT budget by 30

bull Capital Onendash Business-critical incidents reduced by 92ndash Software and system crashes reduced by 30

bull Sallie Maendash Reduce help desk call length by 40

bull USPSndash 50 reduction in incident resolution timendash 30 shorter time to complete change requests

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

What is ITIL

ITIL Processes

Service Strategybull Strategy Management for IT servicesbull Service Portfolio Managementbull Financial Management for IT Servicesbull Demand Managementbull Business Relationship Management

Service Designbull Design Coordinationbull Service Catalog Managementbull Service Level Managementbull Availability Managementbull Capacity Managementbull IT Service Continuity Managementbull Information Security Managementbull Supplier Management

Service Transitionbull Transition Planning and Supportbull Change Managementbull Service Asset and Configuration Managementbull Release and Deployment Managementbull Service Validation And Testingbull Change Evaluationbull Knowledge Management

Service Operationbull Event Managementbull Incident Managementbull Request Fulfillmentbull Problem Managementbull Access Management

Continual Service Improvementbull Seven step Improvement Process‐

What Can ITIL Do For You

Benefits of ITIL

Financial1) Reduce IT service cost2) Improve IT-supported sales3) Reduce time to market by reducing support fulfillment cycle time

Internal1) Improve the capacity utilization of assets2) Improve Staff productivity

Customer1) Improve the accuracy and frequency of operational information2) Improve the predictability of IT service quality

Learning and Innovation1) Reduce rework by reusing internal best practices2) Improve predictive preventative and proactive controls of IT services

Process and Service Improvement of IT Operations Using ITIL

Gartner (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Plexent Case Study

Improvement Factor Current Projected Savings

Reduction in incidents 10 5000 4500 $20000

Reduce first call time 1 minute 12 11 $16667

First call resolution rate 20 40 30 $20000

Reduce escalations 5 35 33 $27500

Redirect to self-service 10 0 10 $20000

Total $120500

Plexent Sample Report ldquoReturn on Investment Incident Managementrdquo (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Pink Elephant Study (2006)

bull Proctor amp Gamble ndash 6-8 cut in operating expensesndash 10 reduction in help desk calls

bull Avayandash Cut IT budget by 30

bull Capital Onendash Business-critical incidents reduced by 92ndash Software and system crashes reduced by 30

bull Sallie Maendash Reduce help desk call length by 40

bull USPSndash 50 reduction in incident resolution timendash 30 shorter time to complete change requests

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

ITIL Processes

Service Strategybull Strategy Management for IT servicesbull Service Portfolio Managementbull Financial Management for IT Servicesbull Demand Managementbull Business Relationship Management

Service Designbull Design Coordinationbull Service Catalog Managementbull Service Level Managementbull Availability Managementbull Capacity Managementbull IT Service Continuity Managementbull Information Security Managementbull Supplier Management

Service Transitionbull Transition Planning and Supportbull Change Managementbull Service Asset and Configuration Managementbull Release and Deployment Managementbull Service Validation And Testingbull Change Evaluationbull Knowledge Management

Service Operationbull Event Managementbull Incident Managementbull Request Fulfillmentbull Problem Managementbull Access Management

Continual Service Improvementbull Seven step Improvement Process‐

What Can ITIL Do For You

Benefits of ITIL

Financial1) Reduce IT service cost2) Improve IT-supported sales3) Reduce time to market by reducing support fulfillment cycle time

Internal1) Improve the capacity utilization of assets2) Improve Staff productivity

Customer1) Improve the accuracy and frequency of operational information2) Improve the predictability of IT service quality

Learning and Innovation1) Reduce rework by reusing internal best practices2) Improve predictive preventative and proactive controls of IT services

Process and Service Improvement of IT Operations Using ITIL

Gartner (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Plexent Case Study

Improvement Factor Current Projected Savings

Reduction in incidents 10 5000 4500 $20000

Reduce first call time 1 minute 12 11 $16667

First call resolution rate 20 40 30 $20000

Reduce escalations 5 35 33 $27500

Redirect to self-service 10 0 10 $20000

Total $120500

Plexent Sample Report ldquoReturn on Investment Incident Managementrdquo (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Pink Elephant Study (2006)

bull Proctor amp Gamble ndash 6-8 cut in operating expensesndash 10 reduction in help desk calls

bull Avayandash Cut IT budget by 30

bull Capital Onendash Business-critical incidents reduced by 92ndash Software and system crashes reduced by 30

bull Sallie Maendash Reduce help desk call length by 40

bull USPSndash 50 reduction in incident resolution timendash 30 shorter time to complete change requests

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

What Can ITIL Do For You

Benefits of ITIL

Financial1) Reduce IT service cost2) Improve IT-supported sales3) Reduce time to market by reducing support fulfillment cycle time

Internal1) Improve the capacity utilization of assets2) Improve Staff productivity

Customer1) Improve the accuracy and frequency of operational information2) Improve the predictability of IT service quality

Learning and Innovation1) Reduce rework by reusing internal best practices2) Improve predictive preventative and proactive controls of IT services

Process and Service Improvement of IT Operations Using ITIL

Gartner (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Plexent Case Study

Improvement Factor Current Projected Savings

Reduction in incidents 10 5000 4500 $20000

Reduce first call time 1 minute 12 11 $16667

First call resolution rate 20 40 30 $20000

Reduce escalations 5 35 33 $27500

Redirect to self-service 10 0 10 $20000

Total $120500

Plexent Sample Report ldquoReturn on Investment Incident Managementrdquo (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Pink Elephant Study (2006)

bull Proctor amp Gamble ndash 6-8 cut in operating expensesndash 10 reduction in help desk calls

bull Avayandash Cut IT budget by 30

bull Capital Onendash Business-critical incidents reduced by 92ndash Software and system crashes reduced by 30

bull Sallie Maendash Reduce help desk call length by 40

bull USPSndash 50 reduction in incident resolution timendash 30 shorter time to complete change requests

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

Benefits of ITIL

Financial1) Reduce IT service cost2) Improve IT-supported sales3) Reduce time to market by reducing support fulfillment cycle time

Internal1) Improve the capacity utilization of assets2) Improve Staff productivity

Customer1) Improve the accuracy and frequency of operational information2) Improve the predictability of IT service quality

Learning and Innovation1) Reduce rework by reusing internal best practices2) Improve predictive preventative and proactive controls of IT services

Process and Service Improvement of IT Operations Using ITIL

Gartner (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Plexent Case Study

Improvement Factor Current Projected Savings

Reduction in incidents 10 5000 4500 $20000

Reduce first call time 1 minute 12 11 $16667

First call resolution rate 20 40 30 $20000

Reduce escalations 5 35 33 $27500

Redirect to self-service 10 0 10 $20000

Total $120500

Plexent Sample Report ldquoReturn on Investment Incident Managementrdquo (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Pink Elephant Study (2006)

bull Proctor amp Gamble ndash 6-8 cut in operating expensesndash 10 reduction in help desk calls

bull Avayandash Cut IT budget by 30

bull Capital Onendash Business-critical incidents reduced by 92ndash Software and system crashes reduced by 30

bull Sallie Maendash Reduce help desk call length by 40

bull USPSndash 50 reduction in incident resolution timendash 30 shorter time to complete change requests

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

Plexent Case Study

Improvement Factor Current Projected Savings

Reduction in incidents 10 5000 4500 $20000

Reduce first call time 1 minute 12 11 $16667

First call resolution rate 20 40 30 $20000

Reduce escalations 5 35 33 $27500

Redirect to self-service 10 0 10 $20000

Total $120500

Plexent Sample Report ldquoReturn on Investment Incident Managementrdquo (2011) via Tyre Doug Calculating ITIL ROIIssues and Case Study Results University of Miami Executive Information amp Technology Institute 20 Jan 2012

Pink Elephant Study (2006)

bull Proctor amp Gamble ndash 6-8 cut in operating expensesndash 10 reduction in help desk calls

bull Avayandash Cut IT budget by 30

bull Capital Onendash Business-critical incidents reduced by 92ndash Software and system crashes reduced by 30

bull Sallie Maendash Reduce help desk call length by 40

bull USPSndash 50 reduction in incident resolution timendash 30 shorter time to complete change requests

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

Pink Elephant Study (2006)

bull Proctor amp Gamble ndash 6-8 cut in operating expensesndash 10 reduction in help desk calls

bull Avayandash Cut IT budget by 30

bull Capital Onendash Business-critical incidents reduced by 92ndash Software and system crashes reduced by 30

bull Sallie Maendash Reduce help desk call length by 40

bull USPSndash 50 reduction in incident resolution timendash 30 shorter time to complete change requests

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

CIOcom Capital One Study

Capital One created a business case to clarify its goals and to quantify the value of ITIL 1 IT quantified the net present value of recently deployed IT-enabled products

and services 2 Using generally accepted industry metrics estimated the savings that the

improved incident problem and change management processes would create 3 This revealed the potential difference between Capital Ones ROI in new

products and services with and without ITIL in place4 After the analysis the implementation of ITIL was estimated to save 10- 20

in technology support costs over a five-year period 5 Actual returns have been higher according to Robert Turner senior VP of

enterprise technology organization

Golden William The Practical Value of the IT Infrastructure Library (ITIL) CIOcom 17 May 2007 httpwwwciocomarticle2438986itilthe-practical-value-of-the-it-infrastructure-library--itil-html

CherwellForrester TEI

bull TEI = Total Economic Impactbull httpswwwcherwellcomresourcesservice-

management-estimator

IDC Study of ServiceNow

bull Business Value Highlightsndash Total Discounted Benefits over 5 years = $368Mndash Average ROI = 449ndash Payback period = 74 monthsndash Benefits per 100 users = $51336 (5 years) ndash Minimizing burden of risk (downtime amp audit) = $277Morg or

$13194100 users (5 years) ndash Higher employee productivity (Automation repeatable processes

better visibility) = $188Morg or $8970100 usersndash Lower IT Infrastructure Costs (License amp maintenance) = $482426org

or $2301100 usersMarden Matthew and Robert Young IDC Delivering Enterprise Value With Service Management March 2015

copy 2014 ServiceNow All Rights Reserved 13Confidential

Components of Value

Cost Avoidance or ReductionCost Avoidance of Hiring or achieving FTE reductionResolve Incidents more quickly with a fully integrated ITSM systemHandle requests through a flexible Service Catalog Reduce calls into the Call Center checking on status Reduce calls into the call center for problems already identified

Risk MitigationEliminating Outages to avoid revenue loss Compliance penalty and loss avoidance Resolving incidents and problems to restore service quicklyRelease Changes without collision and putting systems down

Time to Value Ability to delivery and release applications fasterFront end many diverse areas in your company for expert case management Focus IT resources to their more important role of development

copy 2014 ServiceNow All Rights Reserved 14Confidential

TCO ndash Total Cost of Ownership(What you Pay)

The Difference between TCO and a Business Case

Business Case= Value(What you Get)

bull When I replace my system with yours how much will I be paying annually

bull When do I get the value Paybackbull How do I get the value ndash Infrastructure admin savings ndash efficiency FTE takeout ndash Revenue Savings on the

top line from system reduction in outages bull How much value do I get And how can I change when I get which value

ServiceNow BMC Remedy SavingsLicenseMaintenance 7200000 1986806 ( 5213194)

Consulting 1000000 2414000 1414000Staffing 450000 1687500 1237500

Infrastructure 0 2083968 2083968Customer IT

Specific Applications ( 5120480) 0 5120480

TOTAL 8650000 8172274 4642754

3 year total cost of ownershipFinancial Metric Results

3 yr ROI 302

3 yr Risk Adjusted ROI 276

5 yr ROI 497

5 yr Risk Adjusted ROI 436

6 yr ROI 401

6 yr Risk Adjusted ROI 379

Payback Period (Months) 913

3 yr NPV (Value of the Deal Today) 18743809

5 yr NPV (Value of the Deal Today) 41188349

6 yr NPV (Value of the Deal Today) 50826933

Internal Rate of Return (IRR) 146

Discount Rate 15

copy 2014 ServiceNow All Rights Reserved 15Confidential

The ServiceNow Business Case Process

Set meeting with Executive Sponsor bullGain Permission to build a business case amp email to teambullReaffirm key business drivers ndash areas of valuebullCover process overview address concernsbullSend Questionnaire to have customer aware

Hold Kickoff data meeting bull Get team together to answer key areas of valuebull Gather as much data as possible in an hourbull Meet once more for any additional data bull Thank customer for their input

ServiceNow Works offline Build TCO

Build Business Case

Presentation of Draft to Champion Review material adjust as customer advises Gain agreement that the case is finished Issue final case to champion

30 minutes

2 - 1 hour meetings

ServiceNow Only

1 hour

Total customer time ~ 425 hrs

Presentation to Executive Sponsor 45 min meeting

copy 2014 ServiceNow All Rights Reserved 16Confidential

Rapid Repeatable ServiceNow Process TCO and

Business Case Provided to

you Expeditiously

Benefits that match your

Solution Selections

Real Post ROI ServiceNow

Customer Data for Benefits Achieved Conservative

Analysis following Proforma

Business Case Rules

Traceable Solution via Excel Output

provided to you for inspection

Use of IDC and Industry

Standards in cases where no

data are available

Security and ITIL

ITIL Improves Compliance amp Security

bull ITIL Maps to ISO 27001 CoBIT NIST SOX HIPAA GLBA and FFIEC

bull ITIL describes a security management function that interfaces with other ITIL processes

ITIL Security

I T I L Process Risk Assessment Activity

Information Security Management Establishing the ISMS - initial risk assessment of the serviceMonitoring and reviewing the ISMS 1048753 periodic risk assessments

Release and Deployment Management Evaluation of risks which may be introduced by new or changed services

IT Service Continuity Management Evaluation of risks related to service continuity in the event of a failure of a component of the service infrastructure

Availability Management Evaluation of risks related to availability of the Service

Change Management Evaluation of risks related to Requests forChange (RFC)

Supplier Management Evaluation of risks related to third partyservice providers

11 Ways ITIL Improves Security

1 Audits ITIL process descriptions provide the basis for sound audits2 Asset Management ITIL Configuration Management You can only control it if you know it is there and

how it should be configured3 Change Management Required by SOX HIPAA and NIST best practice for security4 The ITIL Incident Management process provides the control and flexibility required to manage security

incidents quickly and efficiently without a duplicate organization5 Security Incidents require review by security management Having a single point of contact for all

matters relating to IT ndash the ITIL Service Desk ndash provides a single reporting source for all Incidents including those pertaining to security

6 ITIL focuses security where needed based on business requirements not technology 7 Since ITIL is all about organizational best practices the security management process itself can operate

in a process-driven methodical manner 8 ITIL requires continuous review audit and reporting of processes activities Security requires continuous

reviews to remain vigilant9 Availability Management describes a centralized engineering and architecture that always takes into

account the Confidentiality Integrity and Availability of data (CIA)10 The Service Level Management process sets up monitors reports on and administers agreements with

customers (SLA) suppliers (UC) and other IT functional departments (OLA) These contracts and agreements all require security sections

11 Establish a link between Problem Management and security alert channels Relevant security issues should be documented and added to the knowledge base for use by Incident Management and the service desk as well as other IT functional groups

Marguis Hank ITSM Solution 13 Aug 2008 httpwwwitsmsolutionscomnewslettersDITYvol4iss32htm

copy 2014 ServiceNow All Rights Reserved 13Confidential

Components of Value

Cost Avoidance or ReductionCost Avoidance of Hiring or achieving FTE reductionResolve Incidents more quickly with a fully integrated ITSM systemHandle requests through a flexible Service Catalog Reduce calls into the Call Center checking on status Reduce calls into the call center for problems already identified

Risk MitigationEliminating Outages to avoid revenue loss Compliance penalty and loss avoidance Resolving incidents and problems to restore service quicklyRelease Changes without collision and putting systems down

Time to Value Ability to delivery and release applications fasterFront end many diverse areas in your company for expert case management Focus IT resources to their more important role of development

copy 2014 ServiceNow All Rights Reserved 14Confidential

TCO ndash Total Cost of Ownership(What you Pay)

The Difference between TCO and a Business Case

Business Case= Value(What you Get)

bull When I replace my system with yours how much will I be paying annually

bull When do I get the value Paybackbull How do I get the value ndash Infrastructure admin savings ndash efficiency FTE takeout ndash Revenue Savings on the

top line from system reduction in outages bull How much value do I get And how can I change when I get which value

ServiceNow BMC Remedy SavingsLicenseMaintenance 7200000 1986806 ( 5213194)

Consulting 1000000 2414000 1414000Staffing 450000 1687500 1237500

Infrastructure 0 2083968 2083968Customer IT

Specific Applications ( 5120480) 0 5120480

TOTAL 8650000 8172274 4642754

3 year total cost of ownershipFinancial Metric Results

3 yr ROI 302

3 yr Risk Adjusted ROI 276

5 yr ROI 497

5 yr Risk Adjusted ROI 436

6 yr ROI 401

6 yr Risk Adjusted ROI 379

Payback Period (Months) 913

3 yr NPV (Value of the Deal Today) 18743809

5 yr NPV (Value of the Deal Today) 41188349

6 yr NPV (Value of the Deal Today) 50826933

Internal Rate of Return (IRR) 146

Discount Rate 15

copy 2014 ServiceNow All Rights Reserved 15Confidential

The ServiceNow Business Case Process

Set meeting with Executive Sponsor bullGain Permission to build a business case amp email to teambullReaffirm key business drivers ndash areas of valuebullCover process overview address concernsbullSend Questionnaire to have customer aware

Hold Kickoff data meeting bull Get team together to answer key areas of valuebull Gather as much data as possible in an hourbull Meet once more for any additional data bull Thank customer for their input

ServiceNow Works offline Build TCO

Build Business Case

Presentation of Draft to Champion Review material adjust as customer advises Gain agreement that the case is finished Issue final case to champion

30 minutes

2 - 1 hour meetings

ServiceNow Only

1 hour

Total customer time ~ 425 hrs

Presentation to Executive Sponsor 45 min meeting

copy 2014 ServiceNow All Rights Reserved 16Confidential

Rapid Repeatable ServiceNow Process TCO and

Business Case Provided to

you Expeditiously

Benefits that match your

Solution Selections

Real Post ROI ServiceNow

Customer Data for Benefits Achieved Conservative

Analysis following Proforma

Business Case Rules

Traceable Solution via Excel Output

provided to you for inspection

Use of IDC and Industry

Standards in cases where no

data are available

Security and ITIL

ITIL Improves Compliance amp Security

bull ITIL Maps to ISO 27001 CoBIT NIST SOX HIPAA GLBA and FFIEC

bull ITIL describes a security management function that interfaces with other ITIL processes

ITIL Security

I T I L Process Risk Assessment Activity

Information Security Management Establishing the ISMS - initial risk assessment of the serviceMonitoring and reviewing the ISMS 1048753 periodic risk assessments

Release and Deployment Management Evaluation of risks which may be introduced by new or changed services

IT Service Continuity Management Evaluation of risks related to service continuity in the event of a failure of a component of the service infrastructure

Availability Management Evaluation of risks related to availability of the Service

Change Management Evaluation of risks related to Requests forChange (RFC)

Supplier Management Evaluation of risks related to third partyservice providers

11 Ways ITIL Improves Security

1 Audits ITIL process descriptions provide the basis for sound audits2 Asset Management ITIL Configuration Management You can only control it if you know it is there and

how it should be configured3 Change Management Required by SOX HIPAA and NIST best practice for security4 The ITIL Incident Management process provides the control and flexibility required to manage security

incidents quickly and efficiently without a duplicate organization5 Security Incidents require review by security management Having a single point of contact for all

matters relating to IT ndash the ITIL Service Desk ndash provides a single reporting source for all Incidents including those pertaining to security

6 ITIL focuses security where needed based on business requirements not technology 7 Since ITIL is all about organizational best practices the security management process itself can operate

in a process-driven methodical manner 8 ITIL requires continuous review audit and reporting of processes activities Security requires continuous

reviews to remain vigilant9 Availability Management describes a centralized engineering and architecture that always takes into

account the Confidentiality Integrity and Availability of data (CIA)10 The Service Level Management process sets up monitors reports on and administers agreements with

customers (SLA) suppliers (UC) and other IT functional departments (OLA) These contracts and agreements all require security sections

11 Establish a link between Problem Management and security alert channels Relevant security issues should be documented and added to the knowledge base for use by Incident Management and the service desk as well as other IT functional groups

Marguis Hank ITSM Solution 13 Aug 2008 httpwwwitsmsolutionscomnewslettersDITYvol4iss32htm

copy 2014 ServiceNow All Rights Reserved 14Confidential

TCO ndash Total Cost of Ownership(What you Pay)

The Difference between TCO and a Business Case

Business Case= Value(What you Get)

bull When I replace my system with yours how much will I be paying annually

bull When do I get the value Paybackbull How do I get the value ndash Infrastructure admin savings ndash efficiency FTE takeout ndash Revenue Savings on the

top line from system reduction in outages bull How much value do I get And how can I change when I get which value

ServiceNow BMC Remedy SavingsLicenseMaintenance 7200000 1986806 ( 5213194)

Consulting 1000000 2414000 1414000Staffing 450000 1687500 1237500

Infrastructure 0 2083968 2083968Customer IT

Specific Applications ( 5120480) 0 5120480

TOTAL 8650000 8172274 4642754

3 year total cost of ownershipFinancial Metric Results

3 yr ROI 302

3 yr Risk Adjusted ROI 276

5 yr ROI 497

5 yr Risk Adjusted ROI 436

6 yr ROI 401

6 yr Risk Adjusted ROI 379

Payback Period (Months) 913

3 yr NPV (Value of the Deal Today) 18743809

5 yr NPV (Value of the Deal Today) 41188349

6 yr NPV (Value of the Deal Today) 50826933

Internal Rate of Return (IRR) 146

Discount Rate 15

copy 2014 ServiceNow All Rights Reserved 15Confidential

The ServiceNow Business Case Process

Set meeting with Executive Sponsor bullGain Permission to build a business case amp email to teambullReaffirm key business drivers ndash areas of valuebullCover process overview address concernsbullSend Questionnaire to have customer aware

Hold Kickoff data meeting bull Get team together to answer key areas of valuebull Gather as much data as possible in an hourbull Meet once more for any additional data bull Thank customer for their input

ServiceNow Works offline Build TCO

Build Business Case

Presentation of Draft to Champion Review material adjust as customer advises Gain agreement that the case is finished Issue final case to champion

30 minutes

2 - 1 hour meetings

ServiceNow Only

1 hour

Total customer time ~ 425 hrs

Presentation to Executive Sponsor 45 min meeting

copy 2014 ServiceNow All Rights Reserved 16Confidential

Rapid Repeatable ServiceNow Process TCO and

Business Case Provided to

you Expeditiously

Benefits that match your

Solution Selections

Real Post ROI ServiceNow

Customer Data for Benefits Achieved Conservative

Analysis following Proforma

Business Case Rules

Traceable Solution via Excel Output

provided to you for inspection

Use of IDC and Industry

Standards in cases where no

data are available

Security and ITIL

ITIL Improves Compliance amp Security

bull ITIL Maps to ISO 27001 CoBIT NIST SOX HIPAA GLBA and FFIEC

bull ITIL describes a security management function that interfaces with other ITIL processes

ITIL Security

I T I L Process Risk Assessment Activity

Information Security Management Establishing the ISMS - initial risk assessment of the serviceMonitoring and reviewing the ISMS 1048753 periodic risk assessments

Release and Deployment Management Evaluation of risks which may be introduced by new or changed services

IT Service Continuity Management Evaluation of risks related to service continuity in the event of a failure of a component of the service infrastructure

Availability Management Evaluation of risks related to availability of the Service

Change Management Evaluation of risks related to Requests forChange (RFC)

Supplier Management Evaluation of risks related to third partyservice providers

11 Ways ITIL Improves Security

1 Audits ITIL process descriptions provide the basis for sound audits2 Asset Management ITIL Configuration Management You can only control it if you know it is there and

how it should be configured3 Change Management Required by SOX HIPAA and NIST best practice for security4 The ITIL Incident Management process provides the control and flexibility required to manage security

incidents quickly and efficiently without a duplicate organization5 Security Incidents require review by security management Having a single point of contact for all

matters relating to IT ndash the ITIL Service Desk ndash provides a single reporting source for all Incidents including those pertaining to security

6 ITIL focuses security where needed based on business requirements not technology 7 Since ITIL is all about organizational best practices the security management process itself can operate

in a process-driven methodical manner 8 ITIL requires continuous review audit and reporting of processes activities Security requires continuous

reviews to remain vigilant9 Availability Management describes a centralized engineering and architecture that always takes into

account the Confidentiality Integrity and Availability of data (CIA)10 The Service Level Management process sets up monitors reports on and administers agreements with

customers (SLA) suppliers (UC) and other IT functional departments (OLA) These contracts and agreements all require security sections

11 Establish a link between Problem Management and security alert channels Relevant security issues should be documented and added to the knowledge base for use by Incident Management and the service desk as well as other IT functional groups

Marguis Hank ITSM Solution 13 Aug 2008 httpwwwitsmsolutionscomnewslettersDITYvol4iss32htm

copy 2014 ServiceNow All Rights Reserved 15Confidential

The ServiceNow Business Case Process

Set meeting with Executive Sponsor bullGain Permission to build a business case amp email to teambullReaffirm key business drivers ndash areas of valuebullCover process overview address concernsbullSend Questionnaire to have customer aware

Hold Kickoff data meeting bull Get team together to answer key areas of valuebull Gather as much data as possible in an hourbull Meet once more for any additional data bull Thank customer for their input

ServiceNow Works offline Build TCO

Build Business Case

Presentation of Draft to Champion Review material adjust as customer advises Gain agreement that the case is finished Issue final case to champion

30 minutes

2 - 1 hour meetings

ServiceNow Only

1 hour

Total customer time ~ 425 hrs

Presentation to Executive Sponsor 45 min meeting

copy 2014 ServiceNow All Rights Reserved 16Confidential

Rapid Repeatable ServiceNow Process TCO and

Business Case Provided to

you Expeditiously

Benefits that match your

Solution Selections

Real Post ROI ServiceNow

Customer Data for Benefits Achieved Conservative

Analysis following Proforma

Business Case Rules

Traceable Solution via Excel Output

provided to you for inspection

Use of IDC and Industry

Standards in cases where no

data are available

Security and ITIL

ITIL Improves Compliance amp Security

bull ITIL Maps to ISO 27001 CoBIT NIST SOX HIPAA GLBA and FFIEC

bull ITIL describes a security management function that interfaces with other ITIL processes

ITIL Security

I T I L Process Risk Assessment Activity

Information Security Management Establishing the ISMS - initial risk assessment of the serviceMonitoring and reviewing the ISMS 1048753 periodic risk assessments

Release and Deployment Management Evaluation of risks which may be introduced by new or changed services

IT Service Continuity Management Evaluation of risks related to service continuity in the event of a failure of a component of the service infrastructure

Availability Management Evaluation of risks related to availability of the Service

Change Management Evaluation of risks related to Requests forChange (RFC)

Supplier Management Evaluation of risks related to third partyservice providers

11 Ways ITIL Improves Security

1 Audits ITIL process descriptions provide the basis for sound audits2 Asset Management ITIL Configuration Management You can only control it if you know it is there and

how it should be configured3 Change Management Required by SOX HIPAA and NIST best practice for security4 The ITIL Incident Management process provides the control and flexibility required to manage security

incidents quickly and efficiently without a duplicate organization5 Security Incidents require review by security management Having a single point of contact for all

matters relating to IT ndash the ITIL Service Desk ndash provides a single reporting source for all Incidents including those pertaining to security

6 ITIL focuses security where needed based on business requirements not technology 7 Since ITIL is all about organizational best practices the security management process itself can operate

in a process-driven methodical manner 8 ITIL requires continuous review audit and reporting of processes activities Security requires continuous

reviews to remain vigilant9 Availability Management describes a centralized engineering and architecture that always takes into

account the Confidentiality Integrity and Availability of data (CIA)10 The Service Level Management process sets up monitors reports on and administers agreements with

customers (SLA) suppliers (UC) and other IT functional departments (OLA) These contracts and agreements all require security sections

11 Establish a link between Problem Management and security alert channels Relevant security issues should be documented and added to the knowledge base for use by Incident Management and the service desk as well as other IT functional groups

Marguis Hank ITSM Solution 13 Aug 2008 httpwwwitsmsolutionscomnewslettersDITYvol4iss32htm

copy 2014 ServiceNow All Rights Reserved 16Confidential

Rapid Repeatable ServiceNow Process TCO and

Business Case Provided to

you Expeditiously

Benefits that match your

Solution Selections

Real Post ROI ServiceNow

Customer Data for Benefits Achieved Conservative

Analysis following Proforma

Business Case Rules

Traceable Solution via Excel Output

provided to you for inspection

Use of IDC and Industry

Standards in cases where no

data are available

Security and ITIL

ITIL Improves Compliance amp Security

bull ITIL Maps to ISO 27001 CoBIT NIST SOX HIPAA GLBA and FFIEC

bull ITIL describes a security management function that interfaces with other ITIL processes

ITIL Security

I T I L Process Risk Assessment Activity

Information Security Management Establishing the ISMS - initial risk assessment of the serviceMonitoring and reviewing the ISMS 1048753 periodic risk assessments

Release and Deployment Management Evaluation of risks which may be introduced by new or changed services

IT Service Continuity Management Evaluation of risks related to service continuity in the event of a failure of a component of the service infrastructure

Availability Management Evaluation of risks related to availability of the Service

Change Management Evaluation of risks related to Requests forChange (RFC)

Supplier Management Evaluation of risks related to third partyservice providers

11 Ways ITIL Improves Security

1 Audits ITIL process descriptions provide the basis for sound audits2 Asset Management ITIL Configuration Management You can only control it if you know it is there and

how it should be configured3 Change Management Required by SOX HIPAA and NIST best practice for security4 The ITIL Incident Management process provides the control and flexibility required to manage security

incidents quickly and efficiently without a duplicate organization5 Security Incidents require review by security management Having a single point of contact for all

matters relating to IT ndash the ITIL Service Desk ndash provides a single reporting source for all Incidents including those pertaining to security

6 ITIL focuses security where needed based on business requirements not technology 7 Since ITIL is all about organizational best practices the security management process itself can operate

in a process-driven methodical manner 8 ITIL requires continuous review audit and reporting of processes activities Security requires continuous

reviews to remain vigilant9 Availability Management describes a centralized engineering and architecture that always takes into

account the Confidentiality Integrity and Availability of data (CIA)10 The Service Level Management process sets up monitors reports on and administers agreements with

customers (SLA) suppliers (UC) and other IT functional departments (OLA) These contracts and agreements all require security sections

11 Establish a link between Problem Management and security alert channels Relevant security issues should be documented and added to the knowledge base for use by Incident Management and the service desk as well as other IT functional groups

Marguis Hank ITSM Solution 13 Aug 2008 httpwwwitsmsolutionscomnewslettersDITYvol4iss32htm

Security and ITIL

ITIL Improves Compliance amp Security

bull ITIL Maps to ISO 27001 CoBIT NIST SOX HIPAA GLBA and FFIEC

bull ITIL describes a security management function that interfaces with other ITIL processes

ITIL Security

I T I L Process Risk Assessment Activity

Information Security Management Establishing the ISMS - initial risk assessment of the serviceMonitoring and reviewing the ISMS 1048753 periodic risk assessments

Release and Deployment Management Evaluation of risks which may be introduced by new or changed services

IT Service Continuity Management Evaluation of risks related to service continuity in the event of a failure of a component of the service infrastructure

Availability Management Evaluation of risks related to availability of the Service

Change Management Evaluation of risks related to Requests forChange (RFC)

Supplier Management Evaluation of risks related to third partyservice providers

11 Ways ITIL Improves Security

1 Audits ITIL process descriptions provide the basis for sound audits2 Asset Management ITIL Configuration Management You can only control it if you know it is there and

how it should be configured3 Change Management Required by SOX HIPAA and NIST best practice for security4 The ITIL Incident Management process provides the control and flexibility required to manage security

incidents quickly and efficiently without a duplicate organization5 Security Incidents require review by security management Having a single point of contact for all

matters relating to IT ndash the ITIL Service Desk ndash provides a single reporting source for all Incidents including those pertaining to security

6 ITIL focuses security where needed based on business requirements not technology 7 Since ITIL is all about organizational best practices the security management process itself can operate

in a process-driven methodical manner 8 ITIL requires continuous review audit and reporting of processes activities Security requires continuous

reviews to remain vigilant9 Availability Management describes a centralized engineering and architecture that always takes into

account the Confidentiality Integrity and Availability of data (CIA)10 The Service Level Management process sets up monitors reports on and administers agreements with

customers (SLA) suppliers (UC) and other IT functional departments (OLA) These contracts and agreements all require security sections

11 Establish a link between Problem Management and security alert channels Relevant security issues should be documented and added to the knowledge base for use by Incident Management and the service desk as well as other IT functional groups

Marguis Hank ITSM Solution 13 Aug 2008 httpwwwitsmsolutionscomnewslettersDITYvol4iss32htm

ITIL Improves Compliance amp Security

bull ITIL Maps to ISO 27001 CoBIT NIST SOX HIPAA GLBA and FFIEC

bull ITIL describes a security management function that interfaces with other ITIL processes

ITIL Security

I T I L Process Risk Assessment Activity

Information Security Management Establishing the ISMS - initial risk assessment of the serviceMonitoring and reviewing the ISMS 1048753 periodic risk assessments

Release and Deployment Management Evaluation of risks which may be introduced by new or changed services

IT Service Continuity Management Evaluation of risks related to service continuity in the event of a failure of a component of the service infrastructure

Availability Management Evaluation of risks related to availability of the Service

Change Management Evaluation of risks related to Requests forChange (RFC)

Supplier Management Evaluation of risks related to third partyservice providers

11 Ways ITIL Improves Security

1 Audits ITIL process descriptions provide the basis for sound audits2 Asset Management ITIL Configuration Management You can only control it if you know it is there and

how it should be configured3 Change Management Required by SOX HIPAA and NIST best practice for security4 The ITIL Incident Management process provides the control and flexibility required to manage security

incidents quickly and efficiently without a duplicate organization5 Security Incidents require review by security management Having a single point of contact for all

matters relating to IT ndash the ITIL Service Desk ndash provides a single reporting source for all Incidents including those pertaining to security

6 ITIL focuses security where needed based on business requirements not technology 7 Since ITIL is all about organizational best practices the security management process itself can operate

in a process-driven methodical manner 8 ITIL requires continuous review audit and reporting of processes activities Security requires continuous

reviews to remain vigilant9 Availability Management describes a centralized engineering and architecture that always takes into

account the Confidentiality Integrity and Availability of data (CIA)10 The Service Level Management process sets up monitors reports on and administers agreements with

customers (SLA) suppliers (UC) and other IT functional departments (OLA) These contracts and agreements all require security sections

11 Establish a link between Problem Management and security alert channels Relevant security issues should be documented and added to the knowledge base for use by Incident Management and the service desk as well as other IT functional groups

Marguis Hank ITSM Solution 13 Aug 2008 httpwwwitsmsolutionscomnewslettersDITYvol4iss32htm

ITIL Security

I T I L Process Risk Assessment Activity

Information Security Management Establishing the ISMS - initial risk assessment of the serviceMonitoring and reviewing the ISMS 1048753 periodic risk assessments

Release and Deployment Management Evaluation of risks which may be introduced by new or changed services

IT Service Continuity Management Evaluation of risks related to service continuity in the event of a failure of a component of the service infrastructure

Availability Management Evaluation of risks related to availability of the Service

Change Management Evaluation of risks related to Requests forChange (RFC)

Supplier Management Evaluation of risks related to third partyservice providers

11 Ways ITIL Improves Security

1 Audits ITIL process descriptions provide the basis for sound audits2 Asset Management ITIL Configuration Management You can only control it if you know it is there and

how it should be configured3 Change Management Required by SOX HIPAA and NIST best practice for security4 The ITIL Incident Management process provides the control and flexibility required to manage security

incidents quickly and efficiently without a duplicate organization5 Security Incidents require review by security management Having a single point of contact for all

matters relating to IT ndash the ITIL Service Desk ndash provides a single reporting source for all Incidents including those pertaining to security

6 ITIL focuses security where needed based on business requirements not technology 7 Since ITIL is all about organizational best practices the security management process itself can operate

in a process-driven methodical manner 8 ITIL requires continuous review audit and reporting of processes activities Security requires continuous

reviews to remain vigilant9 Availability Management describes a centralized engineering and architecture that always takes into

account the Confidentiality Integrity and Availability of data (CIA)10 The Service Level Management process sets up monitors reports on and administers agreements with

customers (SLA) suppliers (UC) and other IT functional departments (OLA) These contracts and agreements all require security sections

11 Establish a link between Problem Management and security alert channels Relevant security issues should be documented and added to the knowledge base for use by Incident Management and the service desk as well as other IT functional groups

Marguis Hank ITSM Solution 13 Aug 2008 httpwwwitsmsolutionscomnewslettersDITYvol4iss32htm

11 Ways ITIL Improves Security

1 Audits ITIL process descriptions provide the basis for sound audits2 Asset Management ITIL Configuration Management You can only control it if you know it is there and

how it should be configured3 Change Management Required by SOX HIPAA and NIST best practice for security4 The ITIL Incident Management process provides the control and flexibility required to manage security

incidents quickly and efficiently without a duplicate organization5 Security Incidents require review by security management Having a single point of contact for all

matters relating to IT ndash the ITIL Service Desk ndash provides a single reporting source for all Incidents including those pertaining to security

6 ITIL focuses security where needed based on business requirements not technology 7 Since ITIL is all about organizational best practices the security management process itself can operate

in a process-driven methodical manner 8 ITIL requires continuous review audit and reporting of processes activities Security requires continuous

reviews to remain vigilant9 Availability Management describes a centralized engineering and architecture that always takes into

account the Confidentiality Integrity and Availability of data (CIA)10 The Service Level Management process sets up monitors reports on and administers agreements with

customers (SLA) suppliers (UC) and other IT functional departments (OLA) These contracts and agreements all require security sections

11 Establish a link between Problem Management and security alert channels Relevant security issues should be documented and added to the knowledge base for use by Incident Management and the service desk as well as other IT functional groups

Marguis Hank ITSM Solution 13 Aug 2008 httpwwwitsmsolutionscomnewslettersDITYvol4iss32htm

What Else Can AOS Do

ITOM Reference Architecture

Engine for connecting Service Management layer to technology automation

Service Management layer ndash interface to customers and method of delivering a consistent experience

Integration Layer ndash provides capabilities for connecting solutions

Application Services Layer ndash packaging of components in order to deliver application services

Infrastructure Layer ndash integration with infrastructure services to provide consistent provisioning

Applications Services(Database LB App Server)

DevOPs

Policies

bull APIsbull Integration

Managers

Storage NetworkCompute

OS Cloud

Orchestration Engine

Service AutomationService Catalog

Service Portal amp Dashboards

ITOM Reference Architecture

bull IAM

bull SSO

bull RC

Analytics

Applications Services(Database LB App Server)

DevOPs

Policies

bull APIsbull Integration

Managers

Storage NetworkCompute

OS Cloud

Orchestration Engine

Service AutomationService Catalog

Service Portal amp Dashboards

CMDB

ITOM Reference Architecture

bull IAM

bull SSO

bull RC

Analytics

Applications Services(Database LB App Server)

DevOPs

Policies

bull APIsbull Integration

Managers

Storage NetworkCompute

OS Cloud

Orchestration Engine

Service AutomationService Catalog

Service Portal amp Dashboards

Other

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage ampData

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product ldquoPlug-Insrdquo Generic

Orchestration Engine

ServiceNow Orchestration Engine

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Other

ServiceNow Orchestration Engine

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage amp Data

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product Plug-Ins ServiceNow

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull ServiceNow is central to AOSrsquo Orchestration strategy

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Approach ndash AOS Advantage

Needs Assessment Solution Architecture DeploymentMajor Activities

bull Understanding of Business Goals and Objectives

bull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bull Evaluate Solution Options

bull Identify Dependencies

bull Priorities and Budget Alignment

bull Execution of Implementation Plan

bull Phase rolloutbull Focus on a limited number of

or a single service initiallybull Accelerate pace once a solid

foundation is in place

Key Deliverablesbull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution

Architecture Phase

bull Solution Architecture and Design

bull Implementation Planbull SOW Proposal for

Deployment Phases

Approach ndash AOS Advantage

Key Deliverables

Major Activitiesbull Understanding of Business Goals and

Objectivesbull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bullSolution architecturebullGap analysis between business needs and current capabilities

bullRisk PlanbullProcurement Plan

bullDetailed project planbullSolution DeliverablebullSolution Documentation

bull Issues PlanbullChange Management Documentation

Needs Assessment Solution Architecture Deployment

bullTraining planbullTest planbullAcceptance Plan

bullCutover PlanbullProject Closure Report

bullPost Go-Live SupportbullOn-going support plan

bull Evaluate Solution Optionsbull Identify Dependenciesbull Priorities and Budget Alignment

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

bull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution Architecture

Phase

bull Solution Architecture and Designbull Implementation Planbull SOW Proposal for Deployment Phases

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

Multi Phase Implementation Approach

Phase 1 ndash Readiness Assessmentbull Understanding of business goals amp objectivesbull Current state assessmentbull Health of CMDBbull In Scope Systems Services Applications Processes

Phase 2 ndash Solution Architecturebull Develop and Evaluate solution optionsbull Final solution architecture and designbull Implementation plan

Phase 3 ndash Deployment bull Execution of plan bull Numerous phases based on final plan

o Focus on a limited number of or single service initiallyo Accelerate pace once a solid foundation is in place

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

ITOM Reference Architecture

Engine for connecting Service Management layer to technology automation

Service Management layer ndash interface to customers and method of delivering a consistent experience

Integration Layer ndash provides capabilities for connecting solutions

Application Services Layer ndash packaging of components in order to deliver application services

Infrastructure Layer ndash integration with infrastructure services to provide consistent provisioning

Applications Services(Database LB App Server)

DevOPs

Policies

bull APIsbull Integration

Managers

Storage NetworkCompute

OS Cloud

Orchestration Engine

Service AutomationService Catalog

Service Portal amp Dashboards

ITOM Reference Architecture

bull IAM

bull SSO

bull RC

Analytics

Applications Services(Database LB App Server)

DevOPs

Policies

bull APIsbull Integration

Managers

Storage NetworkCompute

OS Cloud

Orchestration Engine

Service AutomationService Catalog

Service Portal amp Dashboards

CMDB

ITOM Reference Architecture

bull IAM

bull SSO

bull RC

Analytics

Applications Services(Database LB App Server)

DevOPs

Policies

bull APIsbull Integration

Managers

Storage NetworkCompute

OS Cloud

Orchestration Engine

Service AutomationService Catalog

Service Portal amp Dashboards

Other

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage ampData

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product ldquoPlug-Insrdquo Generic

Orchestration Engine

ServiceNow Orchestration Engine

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Other

ServiceNow Orchestration Engine

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage amp Data

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product Plug-Ins ServiceNow

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull ServiceNow is central to AOSrsquo Orchestration strategy

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Approach ndash AOS Advantage

Needs Assessment Solution Architecture DeploymentMajor Activities

bull Understanding of Business Goals and Objectives

bull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bull Evaluate Solution Options

bull Identify Dependencies

bull Priorities and Budget Alignment

bull Execution of Implementation Plan

bull Phase rolloutbull Focus on a limited number of

or a single service initiallybull Accelerate pace once a solid

foundation is in place

Key Deliverablesbull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution

Architecture Phase

bull Solution Architecture and Design

bull Implementation Planbull SOW Proposal for

Deployment Phases

Approach ndash AOS Advantage

Key Deliverables

Major Activitiesbull Understanding of Business Goals and

Objectivesbull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bullSolution architecturebullGap analysis between business needs and current capabilities

bullRisk PlanbullProcurement Plan

bullDetailed project planbullSolution DeliverablebullSolution Documentation

bull Issues PlanbullChange Management Documentation

Needs Assessment Solution Architecture Deployment

bullTraining planbullTest planbullAcceptance Plan

bullCutover PlanbullProject Closure Report

bullPost Go-Live SupportbullOn-going support plan

bull Evaluate Solution Optionsbull Identify Dependenciesbull Priorities and Budget Alignment

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

bull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution Architecture

Phase

bull Solution Architecture and Designbull Implementation Planbull SOW Proposal for Deployment Phases

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

Multi Phase Implementation Approach

Phase 1 ndash Readiness Assessmentbull Understanding of business goals amp objectivesbull Current state assessmentbull Health of CMDBbull In Scope Systems Services Applications Processes

Phase 2 ndash Solution Architecturebull Develop and Evaluate solution optionsbull Final solution architecture and designbull Implementation plan

Phase 3 ndash Deployment bull Execution of plan bull Numerous phases based on final plan

o Focus on a limited number of or single service initiallyo Accelerate pace once a solid foundation is in place

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

ITOM Reference Architecture

bull IAM

bull SSO

bull RC

Analytics

Applications Services(Database LB App Server)

DevOPs

Policies

bull APIsbull Integration

Managers

Storage NetworkCompute

OS Cloud

Orchestration Engine

Service AutomationService Catalog

Service Portal amp Dashboards

CMDB

ITOM Reference Architecture

bull IAM

bull SSO

bull RC

Analytics

Applications Services(Database LB App Server)

DevOPs

Policies

bull APIsbull Integration

Managers

Storage NetworkCompute

OS Cloud

Orchestration Engine

Service AutomationService Catalog

Service Portal amp Dashboards

Other

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage ampData

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product ldquoPlug-Insrdquo Generic

Orchestration Engine

ServiceNow Orchestration Engine

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Other

ServiceNow Orchestration Engine

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage amp Data

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product Plug-Ins ServiceNow

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull ServiceNow is central to AOSrsquo Orchestration strategy

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Approach ndash AOS Advantage

Needs Assessment Solution Architecture DeploymentMajor Activities

bull Understanding of Business Goals and Objectives

bull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bull Evaluate Solution Options

bull Identify Dependencies

bull Priorities and Budget Alignment

bull Execution of Implementation Plan

bull Phase rolloutbull Focus on a limited number of

or a single service initiallybull Accelerate pace once a solid

foundation is in place

Key Deliverablesbull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution

Architecture Phase

bull Solution Architecture and Design

bull Implementation Planbull SOW Proposal for

Deployment Phases

Approach ndash AOS Advantage

Key Deliverables

Major Activitiesbull Understanding of Business Goals and

Objectivesbull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bullSolution architecturebullGap analysis between business needs and current capabilities

bullRisk PlanbullProcurement Plan

bullDetailed project planbullSolution DeliverablebullSolution Documentation

bull Issues PlanbullChange Management Documentation

Needs Assessment Solution Architecture Deployment

bullTraining planbullTest planbullAcceptance Plan

bullCutover PlanbullProject Closure Report

bullPost Go-Live SupportbullOn-going support plan

bull Evaluate Solution Optionsbull Identify Dependenciesbull Priorities and Budget Alignment

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

bull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution Architecture

Phase

bull Solution Architecture and Designbull Implementation Planbull SOW Proposal for Deployment Phases

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

Multi Phase Implementation Approach

Phase 1 ndash Readiness Assessmentbull Understanding of business goals amp objectivesbull Current state assessmentbull Health of CMDBbull In Scope Systems Services Applications Processes

Phase 2 ndash Solution Architecturebull Develop and Evaluate solution optionsbull Final solution architecture and designbull Implementation plan

Phase 3 ndash Deployment bull Execution of plan bull Numerous phases based on final plan

o Focus on a limited number of or single service initiallyo Accelerate pace once a solid foundation is in place

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

CMDB

ITOM Reference Architecture

bull IAM

bull SSO

bull RC

Analytics

Applications Services(Database LB App Server)

DevOPs

Policies

bull APIsbull Integration

Managers

Storage NetworkCompute

OS Cloud

Orchestration Engine

Service AutomationService Catalog

Service Portal amp Dashboards

Other

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage ampData

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product ldquoPlug-Insrdquo Generic

Orchestration Engine

ServiceNow Orchestration Engine

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Other

ServiceNow Orchestration Engine

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage amp Data

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product Plug-Ins ServiceNow

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull ServiceNow is central to AOSrsquo Orchestration strategy

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Approach ndash AOS Advantage

Needs Assessment Solution Architecture DeploymentMajor Activities

bull Understanding of Business Goals and Objectives

bull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bull Evaluate Solution Options

bull Identify Dependencies

bull Priorities and Budget Alignment

bull Execution of Implementation Plan

bull Phase rolloutbull Focus on a limited number of

or a single service initiallybull Accelerate pace once a solid

foundation is in place

Key Deliverablesbull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution

Architecture Phase

bull Solution Architecture and Design

bull Implementation Planbull SOW Proposal for

Deployment Phases

Approach ndash AOS Advantage

Key Deliverables

Major Activitiesbull Understanding of Business Goals and

Objectivesbull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bullSolution architecturebullGap analysis between business needs and current capabilities

bullRisk PlanbullProcurement Plan

bullDetailed project planbullSolution DeliverablebullSolution Documentation

bull Issues PlanbullChange Management Documentation

Needs Assessment Solution Architecture Deployment

bullTraining planbullTest planbullAcceptance Plan

bullCutover PlanbullProject Closure Report

bullPost Go-Live SupportbullOn-going support plan

bull Evaluate Solution Optionsbull Identify Dependenciesbull Priorities and Budget Alignment

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

bull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution Architecture

Phase

bull Solution Architecture and Designbull Implementation Planbull SOW Proposal for Deployment Phases

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

Multi Phase Implementation Approach

Phase 1 ndash Readiness Assessmentbull Understanding of business goals amp objectivesbull Current state assessmentbull Health of CMDBbull In Scope Systems Services Applications Processes

Phase 2 ndash Solution Architecturebull Develop and Evaluate solution optionsbull Final solution architecture and designbull Implementation plan

Phase 3 ndash Deployment bull Execution of plan bull Numerous phases based on final plan

o Focus on a limited number of or single service initiallyo Accelerate pace once a solid foundation is in place

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Other

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage ampData

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product ldquoPlug-Insrdquo Generic

Orchestration Engine

ServiceNow Orchestration Engine

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Other

ServiceNow Orchestration Engine

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage amp Data

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product Plug-Ins ServiceNow

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull ServiceNow is central to AOSrsquo Orchestration strategy

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Approach ndash AOS Advantage

Needs Assessment Solution Architecture DeploymentMajor Activities

bull Understanding of Business Goals and Objectives

bull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bull Evaluate Solution Options

bull Identify Dependencies

bull Priorities and Budget Alignment

bull Execution of Implementation Plan

bull Phase rolloutbull Focus on a limited number of

or a single service initiallybull Accelerate pace once a solid

foundation is in place

Key Deliverablesbull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution

Architecture Phase

bull Solution Architecture and Design

bull Implementation Planbull SOW Proposal for

Deployment Phases

Approach ndash AOS Advantage

Key Deliverables

Major Activitiesbull Understanding of Business Goals and

Objectivesbull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bullSolution architecturebullGap analysis between business needs and current capabilities

bullRisk PlanbullProcurement Plan

bullDetailed project planbullSolution DeliverablebullSolution Documentation

bull Issues PlanbullChange Management Documentation

Needs Assessment Solution Architecture Deployment

bullTraining planbullTest planbullAcceptance Plan

bullCutover PlanbullProject Closure Report

bullPost Go-Live SupportbullOn-going support plan

bull Evaluate Solution Optionsbull Identify Dependenciesbull Priorities and Budget Alignment

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

bull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution Architecture

Phase

bull Solution Architecture and Designbull Implementation Planbull SOW Proposal for Deployment Phases

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

Multi Phase Implementation Approach

Phase 1 ndash Readiness Assessmentbull Understanding of business goals amp objectivesbull Current state assessmentbull Health of CMDBbull In Scope Systems Services Applications Processes

Phase 2 ndash Solution Architecturebull Develop and Evaluate solution optionsbull Final solution architecture and designbull Implementation plan

Phase 3 ndash Deployment bull Execution of plan bull Numerous phases based on final plan

o Focus on a limited number of or single service initiallyo Accelerate pace once a solid foundation is in place

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Other

ServiceNow Orchestration Engine

AZUREVDI

SysCenter

vCentervRealize

View

UCS amp ACIData

Center

Storage amp Data

Center

Data Center

Big DataAnalytics Cloud Security

XenAppXenDeskto

p

AOS Product Plug-Ins ServiceNow

bull AOS is uniquely positioned to delivery Orchestration solutions leveraging our consultative approach technology expertise and strategic partnerships

bull ServiceNow is central to AOSrsquo Orchestration strategy

bull AOS is capable of building vendor specific Orchestration and Integrations solutions or work with with vendor agnostic integration and automation layers

bull Data Centers amp Cloud solutions and automation are part of AOSrsquo core business

Approach ndash AOS Advantage

Needs Assessment Solution Architecture DeploymentMajor Activities

bull Understanding of Business Goals and Objectives

bull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bull Evaluate Solution Options

bull Identify Dependencies

bull Priorities and Budget Alignment

bull Execution of Implementation Plan

bull Phase rolloutbull Focus on a limited number of

or a single service initiallybull Accelerate pace once a solid

foundation is in place

Key Deliverablesbull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution

Architecture Phase

bull Solution Architecture and Design

bull Implementation Planbull SOW Proposal for

Deployment Phases

Approach ndash AOS Advantage

Key Deliverables

Major Activitiesbull Understanding of Business Goals and

Objectivesbull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bullSolution architecturebullGap analysis between business needs and current capabilities

bullRisk PlanbullProcurement Plan

bullDetailed project planbullSolution DeliverablebullSolution Documentation

bull Issues PlanbullChange Management Documentation

Needs Assessment Solution Architecture Deployment

bullTraining planbullTest planbullAcceptance Plan

bullCutover PlanbullProject Closure Report

bullPost Go-Live SupportbullOn-going support plan

bull Evaluate Solution Optionsbull Identify Dependenciesbull Priorities and Budget Alignment

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

bull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution Architecture

Phase

bull Solution Architecture and Designbull Implementation Planbull SOW Proposal for Deployment Phases

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

Multi Phase Implementation Approach

Phase 1 ndash Readiness Assessmentbull Understanding of business goals amp objectivesbull Current state assessmentbull Health of CMDBbull In Scope Systems Services Applications Processes

Phase 2 ndash Solution Architecturebull Develop and Evaluate solution optionsbull Final solution architecture and designbull Implementation plan

Phase 3 ndash Deployment bull Execution of plan bull Numerous phases based on final plan

o Focus on a limited number of or single service initiallyo Accelerate pace once a solid foundation is in place

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Approach ndash AOS Advantage

Needs Assessment Solution Architecture DeploymentMajor Activities

bull Understanding of Business Goals and Objectives

bull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bull Evaluate Solution Options

bull Identify Dependencies

bull Priorities and Budget Alignment

bull Execution of Implementation Plan

bull Phase rolloutbull Focus on a limited number of

or a single service initiallybull Accelerate pace once a solid

foundation is in place

Key Deliverablesbull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution

Architecture Phase

bull Solution Architecture and Design

bull Implementation Planbull SOW Proposal for

Deployment Phases

Approach ndash AOS Advantage

Key Deliverables

Major Activitiesbull Understanding of Business Goals and

Objectivesbull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bullSolution architecturebullGap analysis between business needs and current capabilities

bullRisk PlanbullProcurement Plan

bullDetailed project planbullSolution DeliverablebullSolution Documentation

bull Issues PlanbullChange Management Documentation

Needs Assessment Solution Architecture Deployment

bullTraining planbullTest planbullAcceptance Plan

bullCutover PlanbullProject Closure Report

bullPost Go-Live SupportbullOn-going support plan

bull Evaluate Solution Optionsbull Identify Dependenciesbull Priorities and Budget Alignment

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

bull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution Architecture

Phase

bull Solution Architecture and Designbull Implementation Planbull SOW Proposal for Deployment Phases

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

Multi Phase Implementation Approach

Phase 1 ndash Readiness Assessmentbull Understanding of business goals amp objectivesbull Current state assessmentbull Health of CMDBbull In Scope Systems Services Applications Processes

Phase 2 ndash Solution Architecturebull Develop and Evaluate solution optionsbull Final solution architecture and designbull Implementation plan

Phase 3 ndash Deployment bull Execution of plan bull Numerous phases based on final plan

o Focus on a limited number of or single service initiallyo Accelerate pace once a solid foundation is in place

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Approach ndash AOS Advantage

Key Deliverables

Major Activitiesbull Understanding of Business Goals and

Objectivesbull Current State Assessmentbull Health of CMDBbull In Scope ndash Systems Services

Applications Processes

bullSolution architecturebullGap analysis between business needs and current capabilities

bullRisk PlanbullProcurement Plan

bullDetailed project planbullSolution DeliverablebullSolution Documentation

bull Issues PlanbullChange Management Documentation

Needs Assessment Solution Architecture Deployment

bullTraining planbullTest planbullAcceptance Plan

bullCutover PlanbullProject Closure Report

bullPost Go-Live SupportbullOn-going support plan

bull Evaluate Solution Optionsbull Identify Dependenciesbull Priorities and Budget Alignment

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

bull High Level Roadmapbull High Level Investmentbull SOW Proposal for Solution Architecture

Phase

bull Solution Architecture and Designbull Implementation Planbull SOW Proposal for Deployment Phases

bull Execution of Implementation Planbull Phase rollout

bull Focus on a limited number of or a single service initially

bull Accelerate pace once a solid foundation is in place

Multi Phase Implementation Approach

Phase 1 ndash Readiness Assessmentbull Understanding of business goals amp objectivesbull Current state assessmentbull Health of CMDBbull In Scope Systems Services Applications Processes

Phase 2 ndash Solution Architecturebull Develop and Evaluate solution optionsbull Final solution architecture and designbull Implementation plan

Phase 3 ndash Deployment bull Execution of plan bull Numerous phases based on final plan

o Focus on a limited number of or single service initiallyo Accelerate pace once a solid foundation is in place

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Multi Phase Implementation Approach

Phase 1 ndash Readiness Assessmentbull Understanding of business goals amp objectivesbull Current state assessmentbull Health of CMDBbull In Scope Systems Services Applications Processes

Phase 2 ndash Solution Architecturebull Develop and Evaluate solution optionsbull Final solution architecture and designbull Implementation plan

Phase 3 ndash Deployment bull Execution of plan bull Numerous phases based on final plan

o Focus on a limited number of or single service initiallyo Accelerate pace once a solid foundation is in place

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

AOS ServiceNowConsultant Profiles

February 25 2015

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Roger DingusServiceNow Practice Lead

bull Roger has over 5 years experience as a ServiceNow administratorbull Roger was the primary ServiceNow administrator for a major grocery

distributor in the Midwest for 3 yearsbull Roger has provided consultative ServiceNow administrative services to

global national regional and local companies for 35 yearsbull Roger brings a wealth of IT knowledge and experience from his 31 year IT

career His areas of expertise include managing software development staff and projects managing an IT Service Desk and managing a Network Operations Center

bull Roger combines his experience training and background to be a highly effective and competent ServiceNow Practice Lead for AOS

bull Roger earned a bachelorrsquos degree in Computer Sciencefrom Oklahoma Christian University Roger also holds theServiceNow Certified System Administrator ServiceNowCertified Implementation Specialist and ITIL Foundations V3 certifications

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Tuan NguyenServiceNow ndash Technical Consultant

bull Tuan provides 15 years of experience in IT applications development in the Oil and Gas industry Tuan has experience in all phases of the software development lifecycle deploying more than 60 web applications for Smith International and Schlumberger

bull Tuanrsquos expertise includes planning analyzing and implementing business solutions and objectives using ServiceNowrsquos platform and developing web applications that drastically improved process efficiency

bull Tuan has implemented various projects integrating external systems with ServiceNow and has a passion for helping businesses finding solutions to problems using its platform

bull Tuan excels in problem solving and conflict resolution and provides high quality service to customers

bull Tuan earned a bachelorrsquos degree from the University of Houston in Computer Engineering Technology Tuan also holds certifications for ServiceNow System Administration ServiceNow Certified ImplementationSpecialist amp ITIL Foundations

Chris Duckers CISSP Archer GRC Certified Consultant

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

W Evan Rasco PMP CSMServiceNow ndash Technical Consultant

bull Evan provides 15 years of IT management experience and consulting Evan has provided direct guidance and oversight to more than 40 ITSM projects in support of enterprise operations

bull Evanrsquos expertise includes managing and architecting implementations of business intelligence solutions centralized standardized monitoring and automations providing process improvements and cost savings

bull 4 years of experience implementing Asset Change Incident and Problem Management with Discovery and CMDB maintaining strict adherence to SOX HIPAA and other company security policies and requirements

bull Evan brings 30 years of IT experience with the ability to analyze and understand the inter-operability of the IT environment allowing him

to provide sound recommendations and guidancebull Evan graduated from DeVry University and holds ITIL v2 amp v3 Certifications Evan is a certified Project Management Professional and Certified Scrum Master Evan is also a Certified ServiceNow Systems Administrator and a ServiceNow Certified Implementation Specialist

Chris Duckers CISSP Archer GRC Certified Consultant

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Ed WeeseServiceNow ndash Technical Consultant

bull Ed has over 14 years of experience providing application development and IT services in the Retail industry

bull Ed has worked as a ServiceNow administrator for 3 years for PetSmart bull Ed has worked extensively with the ServiceNow platform including

integrating legacy systems creating call center statistic wallboards building varied custom applications on the platform which leverage modern web service standards

bull Ed utilizes his background in IT systems administration application development and database administration to delivera high level of customer service

bull Ed earned a bachelorrsquos degree in Mathematicsfrom Arizona State University Ed also holds theServiceNow Certified System Administration andServiceNow Certified Implementation Specialist

certifications

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Steven St GermainServiceNow ndash Sales Lead

bull Steve is a Service Management professional with over 17 years of expertise managing global IT Infrastructure and Client Services operations including a Fortune 275 Insurance and Financial Services corporation where he managed the implementation of multiple ITSM service delivery tools including ServiceNow to over 500 IT and Business associates globally

bull Steve served as an enterprise IT Change Policy owner responsible for delivery of enterprise IT Change Management policy procedures and compliance for multiple regulatory requirements including Sarbanes Oxley (SOX) HIPPA amp GLBA

bull Steve has used ServiceNow to develop Incident Service Request Problem and Change policies and processes Knowledge Management procedures Employee Self-Service interfaces and integration with application SDLC practices and implemented asset life-cycle management and CMDB solutionsbull Steve held responsibility for enterprise ITSM policy and process development and for support teams providing 24x7x365 support to thousands of customers globally

bull Steve holds a Business degree from Lindenwood University is a certified ServiceNow Admin and holds ITIL certifications for Service Strategy Service Design Service Transition Service Operation and Continual Service Improvement

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Case Studies

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Client Overview

bull Veterans United Home Loans (VUHL) is a fast growing provider of home mortgages for veterans They realized they had very immature processes throughout their IT organization and wanted to implement ITIL compliant processes and tools to improve how IT delivered the services they provide

bull Leveraged AOS Advantage Methodology tondash Analyze their IT organization and understand their current processes and data

requirements AOS provided input and best practice direction on improving their IT processes as well as how to implement the ServiceNow platform to enable those processes

ndash Develop an agile project plan to complete the implementation of the ServiceNow platform to enable process improvement

ndash Build a training plan for IT employees and self-service usersndash Provide support post go-live

bull The project was a huge success Processes surrounding the service desk HR employee onboarding service request fulfillment and Net Promoter (performance evaluation) were vastly improved

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Employee Onboarding Configuration Management integrations with Active Directory Active Directory Federated Services UltiPro and event monitoring tools Orion and Splunk

bull Developed training documentation and trained client trainers

Objective

Approach

Veterans United Home Loans ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Client Overview

bull Toward the end of 2013 Pegasus Solutions spun off Pegasus Business Intelligence The spin off company was renamed Onyx Payments They were making a complete separation of the two companies Onyx Payments needed a ITSM tool to be implemented by the end of 2013 and didnrsquot want to use Remedy the tool Pegasus Solution uses

bull Leveraged AOS Advantage Methodology tondash Analyze their new organization and understand their desired Service Management

processesndash Gather their requirements around Service Managementndash Develop an agile project plan to complete the ServiceNow platform configurations in the

desired timeframendash Quickly configure the ServiceNow platform to satisfy their requirementsndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe The duration of the project was 5 weeks

bull Converted the organization from Remedy and deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding Knowledge Management and Managed Documents

bull Developed training documentation and trained client trainersbull Onyx Payments not only gained a superior Service Management platform that eased the spin off

process but also realized process consistencies resulting in improved customer support

Objective

Approach

Onyx Payments ndash ServiceNow Phase 1 Deployment

Results

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Client Overview

bull Hallmark prioritized their service catalog needs for their initial deployment of ServiceNow to be related to user onboarding access services and ordering hardwaresoftware All of the items related to each of these areas had existing intranet forms as well as fulfillment processes Their desire was to revamp each form and incorporate it in their service catalog and improve the efficiencies of each related fulfillment process It was important to Hallmark that the 12 catalog items that made up the User Onboarding request also be used as stand alone requests for existing employees

bull Leveraged AOS Advantage Methodology to

ndash Analyze their existing intranet based service catalog and the associated fulfillment processes to identify areas of improvement

ndash Develop an agile approach to deliver items iteratively to their testing team ndash Execute the approach to accomplish the desired resultsndash Provide support post go-live

bull Successfully delivered all catalog items and associated workflows to accomplish their objectives

bull Hallmark was very happy with the User Onboarding items and processes All of the items not only functioned properly within the Onboarding process but also as stand alone items for existing employees

bull The desired process improvements were realized as their process efficiencies were increased

Objective

Approach

Hallmark Cards ndash ServiceNow Service Catalog Deployment

Results

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)

Client Overview

bull NISA Investment Advisors (NISA) was looking to implement ServiceNow to improve existing ticketing functionality but to also begin to employ ITIL best practices The desire was to improve their IT processes overall increase the productivity of their Service Desk provide improved support of their customers and increase visibility to how IT is performing

bull Leveraged AOS Advantage Methodology tondash Review their organization and existing processesndash Identify gaps between their existing processes and ITIL best practicesndash Build an agile plan to deliver desired process improvements and corresponding

configuration of the ServiceNow platformndash Deliver fully configured platform in the desired timeframe and budgetndash Provide support post go-live

bull Successfully configured Development and Production ServiceNow instances to meet their requirements in the desired timeframe and budget

bull Deployed Incident Management Service Level Agreements Problem Management Service Request Management with corresponding workflows Configuration Management Employee Onboarding and Discovery

bull Developed training documentation and trained client trainersbull NISA immediately began to realize the desired process improvements and the visibility to

IT performance They also quickly realized the value the Service Request Management application was providing and began planning to dramatically expand it

Objective

Approach

NISA Investment Advisors ndash ServiceNow Phase 1 Deployment

Results

• Service Management Consulting A Vendor-Agnostic Sales Approach
• Agenda
• What Does AOS SRM Consulting Do
• What is ITIL
• ITIL Processes
• What Can ITIL Do For You
• Benefits of ITIL
• Plexent Case Study
• Pink Elephant Study (2006)
• CIOcom Capital One Study
• CherwellForrester TEI
• IDC Study of ServiceNow
• Components of Value
• The Difference between TCO and a Business Case
• Slide 15
• Rapid Repeatable ServiceNow Process
• Security and ITIL
• ITIL Improves Compliance amp Security
• ITIL Security
• 11 Ways ITIL Improves Security
• What Else Can AOS Do
• Slide 22
• Slide 23
• Slide 24
• Slide 25
• Slide 26
• Approach ndash AOS Advantage
• Approach ndash AOS Advantage (2)
• Slide 29
• AOS ServiceNow Consultant Profiles February 25 20
• Roger Dingus ServiceNow Practice Lead
• Tuan Nguyen ServiceNow ndash Technical Consultant
• W Evan Rasco PMP CSM ServiceNow ndash Technical Consultant
• Ed Weese ServiceNow ndash Technical Consultant
• Steven St Germain ServiceNow ndash Sales Lead
• Case Studies
• Client Overview
• Client Overview (2)
• Client Overview (3)
• Client Overview (4)