make your life easier with innovative itsm

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Gerald Beaulieu

Senior Product Marketing ManagerServiceNow

Make Your Life Easier with Innovative ITSM

© 2017 ServiceNow All Rights Reserved 2Confidential© 2017 ServiceNow All Rights Reserved

HR

SECURITYCUSTOMER

BUSINESSAPPS

SERVICEIT

The Lightspeed Enterprise™

© 2017 ServiceNow All Rights Reserved


Create Your Lightspeed Enterprise™ With ServiceNow

Platform

Cloud Infrastructure

BUSINESS APPSIT SECURITY HRCUSTOMER SERVICEHR

SECURITY

BUSINESSAPPS

CUSTOMERSERVICE

IT

© 2017 ServiceNow All Rights Reserved


BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE

Predictive Analytics

SingleDatabase

KnowledgeBase

DeveloperTools

Workflow ContextualCollaboration

ServiceCatalog

Subscription & Notification

ServicePortal

Multi-instance Secure & Compliant Scalable

Create Your Lightspeed Enterprise™ With ServiceNow

© 2017 ServiceNow All Rights Reserved 5Confidential

Major Trends Affecting You!

Digital Transformation

Enterprise-Wide Shared Services

Increasing IT Service Delivery Demands


Today’s ITSM Challenges

REAL-TIMEVISIBILITY

COST OFSERVICES

INNOVATIONSPEED

END-USEREXPERIENCE

BUSINESSALIGNMENT


ITSM on Fragmented Tools and Complex Environments

Change

SoftwareAssets

SharePoint

Ticketing

SCCM

Change

SCCM

Excel

SharePoint

Ticketing

COSTS PRODUCTIVITY

Ticketing

Messaging

3rd Party Reporting

Assets

SCCM

RDP


Adopting ITIL Creates an IT Service Foundation

Incident

Change

Problem

Knowledge

Request

CMDB


ITIL Best Practices Delivered on the ServiceNow Enterprise Cloud

ENTERPRISE CLOUD

User Experience450%AVERAGE ROI

46.6%PRODUCTIVITY

GAIN

Source: IDC, “Delivering Enterprise Value with Service Management”

Incident, Problem, Change Management

Configuration, AssetManagement

Knowledge, Dashboards & Benchmarks

Single System-of-Record


Closure Notification

Incident Triage Manual Recovery

Common Incident Management Process

Impacted Users

!!

!!

!

!

Technician

!

!

!

!Incident Email


Automated RoutingMobile Self-Service

Request Impact Analysis

Escalation Resolve & Notify Mobile Notification

Modern Incident Management Process

AUTOMATION COLLABORATION ANALYTICSSINGLE SYSTEM-OF-RECORD

SELF-SERVICE

Cross Functional Collaboration


Delivery

Common Request Management Process

Manager Approval

IT

Purchase Request

Fulfillment

Request Status

Request SubmitIntranet


AUTOMATION COLLABORATION ANALYTICSSINGLE SYSTEM-OF-RECORD

SELF-SERVICE

Modern Request Management Process

Service Catalog Automated ApprovalsSelf-Service

Request

Fulfilment Mobile Notification


Real Value Outcomes

50%REDUCTION IN CALL VOLUME

90%REDUCTION IN

ASSET CREATION

7.7MONTHSTIME TO PAYBACK

Logos are trademarks or registered trademarks of their respective owners and not ServiceNow


Everyone Can Benefit

VP of IT / CIOLower Cost and Faster Time to Market

Director, IT OpsAgility, Flexibility, Innovation

System/Service Desk Admins Productivity and Ease of Use

Functional IT ManagersInnovate vs. Maintain

End UsersCustomer Engagement and Delight

Dir/Mgr, IT Service DeliveryIT Service Desk

High Quality, Reliable IT Service

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Want to learn more?Visit our website!

Engage in the conversation and visit the ServiceNow community:http://community.servicenow.com

Gerald Beaulieau Senior Product Marketing Manager ServiceNow

[email protected]

http://www.servicenow.com/solutions/improve-it-service-delivery.html/?cid=s:488

http://community.servicenow.com/

http://community.servicenow.com/

make your life easier with innovative itsm

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