modernize it service management journey document · 2020-06-11 · introduction this document is an...

ModernizeITServiceManagementJourneyDocument

TableofContents

INTRODUCTION....................................................................................................................................2HOWTOMODERNIZEITSERVICEMANAGEMENT.................................................................................3

CUSTOMERJOURNEY...........................................................................................................................4OUTCOMES.................................................................................................................................................4METRICS.....................................................................................................................................................5

ADOPTIONJOURNEY............................................................................................................................7

CAPABILITYROADMAP.........................................................................................................................9OVERVIEW..................................................................................................................................................9MODERNIZE..............................................................................................................................................10TRANSFORM..............................................................................................................................................12INNOVATE.................................................................................................................................................13CONCLUSION.............................................................................................................................................14

PHASEDINTERACTIONS......................................................................................................................15MODERNIZE..............................................................................................................................................15TRANSFORM..............................................................................................................................................16INNOVATE.................................................................................................................................................17

HIGHLEVELINTEGRATIONSARCHITECTURE........................................................................................18

CUSTOMERJOURNEY–DELIVERY.......................................................................................................19

NEXTSTEPS........................................................................................................................................20

Introduction

ThisdocumentisanoverviewoftheServiceNowreferencearchitectureforthejourneyrelatedtomodernizingITServiceManagement.ThisdocumentshouldbeusedasaframeworktoassistwithdeterminingthestepstomatureyouruseoftheServiceNowplatformcapabilities.Thisdocumentincludestheanswerstoaseriesof‘how’questions:

• HowtomodernizeITServiceManagementattheexecutivelevel• HowtoachievetheoutcomesintheexecutiveoverviewofhowtomodernizeITService

Management• HowtomeasuretoensureoutcomesintheexecutiveoverviewofhowtomodernizeIT

ServiceManagementareachieved• Howtoincreaseadoptionthroughtheoutcomesmeasuredforachievementinthe

executiveoverviewofhowtomodernizeITServiceManagement• Howtoimplementtheappropriatecapabilitiestoincreaseadoptionthroughthe

outcomesmeasuredforachievementintheexecutiveoverviewofhowtomodernizeITServiceManagementthrougheachphaseofthejourney

• HowtotechnicallyconfiguretheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtomodernizeITServiceManagementthrougheachphaseofthejourney

• HowtoarchitectthetechnicalconfigurationsoftheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtomodernizeITServiceManagementthrougheachphaseofthejourney

• Howtocoordinatewithexpertstoassistwith:

1©2017ServiceNowAllRightsReserved Confidential

ModernizeITServiceManagementReferenceArchitecture

o Architectingthetechnicalconfigurationsoftheappropriatecapabilitieso Implementingtoincreaseadoptiono Measuringachievementofoutcomeso ModernizingITServiceManagement

Formoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachoutto,gotohttps://www.servicenow.com/contact-us.html,andclickonsalestofindtheofficenearestyou.

HowtoModernizeITServiceManagement

The“Howto”diagramaboveillustratesthemulti-stepprocess,focusingonthecorefunctionalareasandunderstandingwhereinteractionsandintegrationsarerequired.------------------------------------Thestepsshownareasfollows:

1. Provideconsistencyacrossprocesseswithsharedconfigurationitemsandservicelevelgoals.

2. Useautomatedrouting,drag-and-dropassignments,andintegratedcollaborationtoimprovethewayteamsworktogether.

3. AutomatediscoveryofITservicesandassetstogainvisibilityintocostofownershipandgetfastresolution.


ModernizeITServiceManagement

CONSOLIDATEINCIDENT,PROBLEM,ANDCHANGEMANAGEMENT

1

PROVIDEONEPLACEFORUSERSTOMAKEALLITREQUESTS

5

SIMPLIFYWORKWITHVISUALTASKBOARDS

2

DRIVEACTIONWITHSERVICEANDASSETAWARENESS

3

MAKEBETTERDECISIONSWITHDASHBOARDSANDANALYTICS

4ASINGLECLOUDSYSTEMOF

RECORDFORIT

6

4. Usedashboardstogetactionableinsightintoservicedemand,servicelevelcompliance,andotherkeyperformanceindicators.

5. Requestandtrackservicesthroughasingleserviceportalandfromanydevice—creatingaconsumer-likeexperience.

6. DriveITefficienciesandreducecostsbyconsolidatingon-premisestoolsandinfrastructureontheServiceNowPlatform.

CustomerJourneyOutcomes

Uponreviewingtheabovehow-todocument,manyorganizationsmayask,“Yes,buthowdoIachievethoseoutcomes?”Inordertodoso,theCustomerJourneyisathree-phaseprogression(ModernizetoTransformtoInnovate)deliveringbusinessvalueviaoutcomesbyemployingproductcapabilitiesphasebyphase.Theimageabovedisplaysathree-phasematuritymodel:‘Modernize’to‘Transform’to‘Innovate,’whichisrealizedasaprogressionthroughthreephasesfocusedonauniquesetofconsumerstodeliverspecificbusinessvalueviaasetoftargetedoutcomes.Thecapabilitiesidentifiedrepresentkeyelementsofthesoftwareleveragedtorealizethisbusinessvalue.Thethreephasesareasfollows:

• Modernize:Simplify&Standardize


MINDSET

CONSUMER

PHASE

BUSINESSVALUE

CAPABILITIES

OUTCOMES

CustomerJourney- OutcomesModernizeITServiceManagement

MODERNIZE TRANSFORM INNOVATEITProfessionals ITCustomers AllEmployees

CONSOLIDATION EXPERIENCE ALIGN

Simplify&Standardize Self-Service&Automate Visualize&Enrich

• Standardizedprocessesconsolidatedoncommon

• Cloudplatform• Inherentprocessintegrationandautomation• CommonrequestcatalogforITservices• Knowledgearticlestoenabledeflection• PopulatedandtrustworthyconfigurationdataalignedtoIncidentsandChanges

IT SERVICE CONTROL

• ITPortalforSelf-ServiceandEngagement• ExtendedProblemreportingandRootCauseAnalysis

• MatureAssetInventoryalignedtoFinancialawareness

• AutomatedandgovernedReleaseprocesstiedwithAgilemethodology

• AnalyticsDashboardscollectingappropriatemetricsandreportingonprocess

IT SERVICE ENGAGEMENT

• EnhancedCMDBwithmappingofServicesandBusinessApplications

• MobilizedITSMExperienceforemployeesandITCustomers

• ServicePortfoliovisualizationandServiceOwnerawareness

• EventManagementandAlertintegrationtodriveincidentautomation

IT SERVICE ALIGNMENT

KnowledgeIncident AnalyticsOrchestrationRequestChange CMDB Problem Asset Release MobileServiceMapping ServiceCatalogEvent

o Standardizedprocessesconsolidatedoncommoncloudplatformo Inherentprocessintegrationandautomationo CommonrequestcatalogforITserviceso Knowledgearticlestoenabledeflectiono PopulatedandtrustworthyconfigurationdataalignedtoIncidentsandChanges

• Transform:Self-Service&Automateo ITPortalforSelf-ServiceandEngagemento ExtendedProblemreportingandRootCauseAnalysiso MatureAssetInventoryalignedtoFinancialawarenesso AutomatedandgovernedReleaseprocesstiedwithAgilemethodologyo AnalyticsDashboardscollectingappropriatemetricsandreportingonprocess

• Innovate:Visualize&Enricho EnhancedCMDBwithmappingofSerivcesandBusinessApplicationso MobilizedITSMExperienceforemployeesandITCustomerso ServicePortfoliovisualizationandServiceOwnerawarenesso EventManagementanAlertintegrationtodriveIncidentautomation

Metrics

Aspreviouslystated,theCustomerJourneyisathree-phaseprogressionfromModernizetoTransformtoInnovate.Onceorganizationsareawareoftheprogressionandrequirements,theymayask,“Yes,buthowdoImeasureachievementoftheseoutcomes?”Inordertoensurethismeasurement:


MINDSET

CONSUMER

PHASE

BUSINESSVALUE

CAPABILITIES

METRICS

CustomerJourney- MetricsModernizeITServiceManagement

MODERNIZE TRANSFORM INNOVATEITProfessionals ITCustomers AllEmployees

CONSOLIDATION EXPERIENCE ALIGN

Simplify&Standardize Self-Service&Automate Visualize&Enrich

• ReduceIncidentscausedbychange• DeflectionofIncidentsviaSelf-ServiceKnowledge

• Improveddeliveryofrequests• IncreasedaccuracyofConfigurationInformation• Reductioninnumberoftouchpointstoreduceworkload

IT SERVICE CONTROL

• IncreasedAutomationviaOrchestration• ImprovedProblemdatawithRootCauseAnalysis

• IncreasednumberofAssetsPopulatedandalignedtoOwnersandConfigurationItems

• IncreasedaccuracyofChangesmappedtoReleases

IT SERVICE ENGAGEMENT

• IncreasednumberofBusinessApplicationsmappedtoInfrastructure

• ImprovedUserInteractionsviaMobile• ImprovedVisualizationofServicesmappedtoappropriatePortfolio

• Increasedproactiveproblemresolutionviaeventintegration

IT SERVICE ALIGNMENT

KnowledgeIncident AnalyticsOrchestrationRequestChange CMDB Problem Asset Release MobileServiceMapping ServiceCatalogEvent

• Organizationsmovethroughthesephasesthroughmeasurementsandmetrics,usingappropriateKeyPerformanceIndicators.

• ThebelowareacatalogofKPIsthatprovideameasuringstickforprogressionacrossthedifferentphasesoftheJourneythatwerecompiledfromServiceNowcustomers,partners,andServiceNow’sexpertsinthefield.

TheKPIsnecessarytonavigatethroughthephasesareasfollows

• Modernize:Simplify&Standardizeo Reduceincidentscausedbychangeo Deflectionofincidentsviaself-serviceknowledgeo Improveddeliveryofrequestso Increasedaccuracyofconfigurationinformationo Reductioninnumberoftouchpointstoreduceworkload

• Transform:Self-Service&Automateo Increasedautomationviaorchestrationo Improvedproblemdatawithrootcauseanalysiso Increasednumberofassetspopulatedandalignedtoownersandconfiguration

itemso Increasedaccuracyofchangesmappedtoreleases

• Innovate:Visualize&Enricho Increasednumberofbusinessapplicationsmappedtoinfrastructureo Improveduserinteractionsviamobileo Improvedvisualizationofservicesmappedtoappropriateportfolioo Increasedproactiveproblemresolutionviaeventintegration

AdoptionJourney

Onceorganizationsareabletomeasureforachievement,theymayask,“Yes,buthowdoIensurethesesolutionsareadopted?”Theadoptionjourneyrepresentsthestep-by-stepprogressionofactivitiesfromphasecommencementtofulluseradoptionforthephase.Activitiestypicallycommencedperphaseareindicatedbycoloredcheckmark.EachoftheServiceNowsolutionsprovideamulti-step,prescriptiveapproach,toadoptingthesolution.

1. Step1–Simplifya. Expectedoutcomesandbaselineb. Existingtool&process:migrationstrategyc. Quality/scopeofconfigurationdatad. Operationalreportingrequirementse. Highestvalue/commonrequestsf. Mostneededknowledgearticles

2. Step2–Standardizea. CMDBdesignandpopulationofdefinedscope(import)b. Implementconsolidatedprocessesc. Buildphase1reportlibraryd. Buildphase1requestcataloge. Minimumviablesetofintegrationsf. KBforfulfillers

3. Step3–Self-Servicea. Identifyfactorstooptimizeself-serviceadoption


ü Expected Outcomes and Baseline

ü Existing Tool & Process: migration strategy

ü Quality/scope of Configuration Data

ü Operational Reporting Requirements

ü Highest Value / Common Requests

ü Most Needed Knowledge Articles

Standardize VisualizeAutomate EnrichSelf-Service

ü CMDB Design and Population of Defined Scope (Import)

ü Implement consolidated processes

ü Build Phase 1 Report library

ü Build Phase 1 Request Catalog

ü Minimum viable set of integrations

ü KB for Fulfillers

Step1 Step2 Step3 Step4 Step5 Step6

ü Identify factors to optimize Self Service adoption

ü Expanded Service Catalog

ü Self Service Knowledge

ü Understand management Analytics requirements

ü Management and Executive dashboards / analytics

ü Identify processes and touch-points with PMO / Dev org for Release

ü Organizational acceptance of PM discipline

ü Integrated Release process, ‘joined-up’ with Dev

ü Extend existing CMDB to cover Asset

ü Deploy Orchestration and Discovery

ü Use existing CMDB to capture ‘gaps’ for service mapping

ü Understand mobility requirements of the org

ü Understand scope of automation and virtual automation

ü Understand biz requirements around Service Lifecycle

ü Iterative service mapping, starting w/most critical

ü Extended Portal capabilities including Mobile / Tablet.

ü Full Cycle Service Portfolio Management

ü Understand business Analytics requirements

ü Business dashboards / analytics

Simplify

ü ModernizePhase ü TransformPhase ü InnovatePhase

TheAdoptionJourneyModernizeITServiceManagement

b. Expandedservicecatalogc. Self-serviceknowledged. Understandmanagementanalyticsrequirementse. Managementandexecutivedashboards/analytics

4. Step4–Automatea. Identifyprocessesandtouch-pointswithPMO/DevorgforReleaseb. OrganizationacceptanceofPMdisciplinec. IntegratedreleaseprocessjoinedupwithDevd. ExtendexistingCMDBtocoverAssete. Deployorchestrationanddiscovery

5. Step5–Visualizea. UseexistingCMDBtocapturegapsforservicemappingb. Understandmobilityrequirementsoftheorgc. Understandscopeofautomationandvisualautomationd. Understandbizrequirementsaroundservicelifecycle

6. Step6–Enricha. Iterativeservicemappingstartingwithmostcriticalb. Extendedportalcapabilitiesincludedmobile/tabletc. Fullcycleserviceportfoliomanagementd. Understandbusinessanalyticsrequirementse. Businessdashboards/analytics

CapabilityRoadmapOverview

Afterensuringadoptionoftheoutcomes,organizationsmayask,“Yes,buthowdoIdeterminewhichcapabilitiesarenecessarytoachievetheseoutcomes?”Thestepsoutlinedabove,whencombinedwiththeJourneyapproach,willalloworganizationstounderstandhowtoimplementandgetvaluefromthesolution.However,whichcapabilitiesarereallybeingusedintheoverallsolution?ThisvisualizationgroupsthecapabilitiesoftheServiceNowportfoliointoconsumableareas.Fromthebottomup

• TheCloudInfrastructurethatServiceNowmaintainsisatthecoreofdeliveringafault-tolerantandhighlyavailablesystem.

• ThePlatform,whichencompassesmuchmorethanwecanarticulateonasingleslide,deliverscorefunctionalityacrosseveryapplicationintheportfolio,fromKnowledgeManagementtoOpenFrameasaconduitforCallintegrations.Movingupwards,webegintoleveragethatplatformforkeyapplicationandmanagementareasthatenablemoreandmorecapabilityintotheenvironment.

• OperationsManagementisfocusedonenhancingandenablingtheoperationalaspectstoincludeEventenrichment,CloudOperationsandAutomation.

• Analyticslooksatbothreportinganddrivingamoreperformance-basedapproachtovisualizingandmanagingbasedoninsights.

• ApplicationDevelopmentprovidesanecosystemtoenableamoreagileandeffectiveapplicationdevelopmentframeworkonthePlatform.Thiscapabilityisutilizedbothfor


CapabilityRoadmapModernizeITServiceManagement

CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE

INTEGRATIONSANDSYSTEMSOFRECORD

SECURITYMANAGEMENT

OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS

SECURITYINCIDENT

VULNERABILITYRESPONSE

REPORTING

PERFORMANCEANALYTICS

AGILEDEVELOPMENT

DEVELOPMENTENVIRONMENT

TESTMANAGEMENT

HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE

CATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES

HR LEGAL FACILITIES CUSTOMERSERVICE

FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT

INTEGRATIONS&SYSTEMSOF

RECORD

SECURITYOPERATIONS SERVICEMANAGEMENT

OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT

PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY

ORCHESTRATION EVENTMANAGEMENT

SERVICEMAPPING

CLOUDMANAGEMENT

PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET

THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT

GOVERNANCE,RISK&COMPLIANCE

PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT

APPLICATIONPORTFOLIO

KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES

TIMETRACKING

OPENFRAME

buildingbusinessapplications,aswellasmanagingtheconfigurationoftheportfolioitself.

• ServiceManagementencompassesthecoreofITServiceManagement,aswellasEnterpriseServiceManagementareas,likeHumanResources,CustomerService,Facilities,etc.

• SecurityOperationsistheareaoftheportfoliothatenablesorganizationstodetectanderadicatesecurity-relatedrisksinastandardizedandgovernedmanner.

• BusinessManagementareahighlightscapabilitiesaroundmanagingthebusinesselementsthatimpacttheorganization.Thisisfocusedonmanagingportfolios,resources,andoverallgovernanceoftheenvironment.

• EngagementandExperienceareasontheleft,includehowconsumersinteractwiththecapabilitiesontheplatform.

• Ontherightside,it’sabouttheexternalizedintegrationsintosystemsofaction,reference,andofrecord.

Modernize

IntheModernizePhase,highlightedintheorangeboxes,organizationsbegintoimplementfoundationalcomponentstodeliverontheoverallrequirements.ThereisaforcemultiplierasitrelatestoServiceNow’soverallsolutionset.Theuseofcoreplatformfunctionality,suchasreporting,workflow,aswellastheCloudinfrastructure,deliversamoreenhancedsolutiontodeliverontheITSMapproach.IntheModernizephase,organizationsmust:


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENT


CATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZE

NOTINSCOPE

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT


KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALL BUSINESSRULES

TIMETRACKING

OPENFRAME


• StartwithITServiceManagementcorefoundationalelements,implementingIncident,Change,andCMDBinparalleltracksofwork.

o Thesuccessionofthesecanbeoffset,buttheseelementsaretightlycoupledinthemodernizephase.ServiceLevelswillalsobecriticalintheearlystagesofdeploymentofthesolution.

o Thisenablesorganizationstosetthestandardandevolvefromitmoreeffectivelythaniftheyattempttoretrofititlater.

• TakeadvantageofthecommonReportingengineoftheplatform.o ThedataasIncidentandChangearedeployedwillbecaptured,and

organizationscanreportontheireffectiverolloutandusagequicklywithcommonstandards.

• ImplementKnowledge,asitwillbekeytotheearlyphaseapproach.• ImplementNotifications,whichwillenableorganizationstobemoreeffectiveat

communicatingtothekeystakeholdersoftheprocesses.• Leveragebusinessrules,sotheycandriveautomationandlogicacrossandevenwithin

theprocessareas.• AligneveryprocesstotheWorkflowengine.• IntroduceaServicePortal,thoughnotfullyConsumerized,butbecomingthesingle

systemofengagementforITCustomerstointeractwithIT.• Driveaminimumviable,mostrequested,approachtoRequestmanagement.• Leverageexternalintegrationsontotheplatforminaniterativeapproachtogetdata

intotheplatform.• UtilizetheServiceNowMidServertechnology,andpotentiallyothermeans,topulldata

intouse.

Transform

IntheTransformphaseoftheJourney,organizationsbegintotakeadvantageofmoreandmoreplatformcapabilities.TheybegintoaddadditionalAnalyticsandIntelligenceintheoverallprocess.IntheTransformphase,organizationsmust:

• IntroduceProblemmanagementintothesolution,as,atthisphase,itwilldriveamoreRCA-drivenapproach,capitalizingonthestrengthsdeliveredintheModernizephase.

• IntroduceAssettoallowforbetteralignmentwiththeCMDBdataandpopulation,whichisfurtherenhancedwithDiscoverytechnologies.

• Begintodriveautomation,notonlyonplatform,butbeyondwithanorchestratedapproach,drivingbetterrequestfulfilment,aswellasreducingoutagelengththroughautomatedremediation.

• EvolvethePortaltoimproveconsumerizedviewwithadditionalcollaborationandinteractions,makingtheexperiencefortheconsumermoremodernandenticing.


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENT


CATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZE

NOTINSCOPE

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME


TRANSFORM

Innovate

IntheInnovatePhase,organizationsnowhaveafirmfoundationofInsightandOperationaleffectiveness.ThisphaseisallaboutaligningITwiththebusiness.Inthisphase,organizationsshouldfocuson:

• IntroducinganewwayofinteractionthroughMobile• ProvidingacomprehensiveapproachtotheServiceCatalog.• ExtendingthePortalandRequestprocesseseffectively.• EnhanceandaugmentingtheCMDBwithbetterdataaboutdependencies,usingService

Mappingtechnologytolinkelementsofinfrastructurewiththebusinessapplicationsthatrelyonthem.

• MakingIncident,Change,Problem,Release,andallotherprocessesbetter,withmoreeffectivedata.

• DrivingautomationofIncidentcreationthroughintegrationofEventtechnologies,andbegintoseemoreandmoreproactivemeasurestakingplace.

• IntroductionofResourceManagement,thoughthereareelementsthatcouldbeusedearlierinthephases,becauseitbringsthedifferentgroupsandworkloadsintothelight.Itchangeshoworganizationswork,howorganizationscollaborate,andwhereresourcesareneededmost.

Bynoworganizationsshouldhaveastrongfoundationofdata,aneffectivemodeofoperations,andastrongalignmentwiththebusiness.Usingthisdataandtheseapproaches,organizationsbegintogetpredictiveatsolvingissuesandrespondenttocustomers’needs.


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENT


CATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZETRANSFORMINNOVATENOTINSCOPE

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME


Conclusion

Buildingonthepreviousimages,organizationscanseetheevolutionofcapabilitiesneededtodrivethissolution,fromModernize,toTransform,toInnovate.ITServiceManagementisthecornerstoneofallotherprocessesthathappeninanorganization.Everyservicearea,including:HR,Facilities,CustomerService,Security,etc.takesadvantageofthecoreofwhatITServiceManagementdelivers.Overtime,organizationswilltapintothiscore,andwillbegintoevolvethisfromITServiceManagement,toServiceManagementfortheEnterprise.


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENT


CATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

EXTENSIONS

COMMONINTERACTIONS

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZETRANSFORMINNOVATENOTINSCOPE

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME


PhasedInteractionsModernize

Onceorganizationsareawareofwhichcapabilitiesarerequiredtoresolvesecuritythreatsfast,theymayask“Yes,buthowdoIensurethebestinterconnectivityofdatabetweenthesecapabilities?”Buildingontheformatinthepreviousimages,thenextfewdiagramswillhighlightinteractionsamongcapabilitiesandareas.Thisshouldprovideaclearerpictureofwhat’shappeningbetweenthosecomponentsateachphaseoftheJourney.Eachofthecoretechnologyareasworktogethertoformthemodernizephaseofthejourney.Typicalinteractionsbetweenprocesses,workflows,andbusinessruleshappenaspartofthefoundationofthesolution.


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENT

AND

EXPERIENCE

INTEGRATIONS

ANDSYSTEMS

OFRECORD

SECURITYMANAGEMENT


SECURITY

INCIDENT

VULNERABILITY

RESPONSE

PERFORMANCE

ANALYTICS

AGILE

DEVELOPMENT

DEVELOPMENT

ENVIRONMENT

TEST

MANAGEMENTCATALOG

MOBILE

ODBC

REST

WEBSERVICES

HR LEGAL FACILITIESCUSTOMER

SERVICE

FIELD

SERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

ORCHESTRATIONEVENT

MANAGEMENT

SERVICEMAPPING

CLOUD

MANAGEMENT

PROBLEM RELEASE ASSET

THREAT

INTELLIGENCEFINANCE MARKETING

EXTENSIONS

COMMON

INTERACTIONS

LEGEND

NOTINSCOPE

LeveragedTRANSFORM

INNOVATE

NOTINSCOPE

DEMAND

MANAGEMENT

GOVERNANCE,RISK&

COMPLIANCE

PROJECT&

PORTFOLIO

RESOURCE

MANAGEMENT

FINANCIAL

MANAGEMENT

VENDOR

MANAGEMENT

APPLICATION

PORTFOLIO

COLLABORATION ON-CALL

DISCOVERY

TIME

TRACKINGOPENFRAME

REPORTING

HIGHLYAVAILABLEPAIRED

DATA-CENTERS

PORTAL

REQUEST

INCIDENT CHANGE

KNOWLEDGE

FAULTTOLERANCE

MIDSERVER

CMDB SLAMGMT

WORKFLOW

Incident

Resolution

Process

AutomationRequestCatalog

Knowledge

Articles

BaseProcess

Reporting

LEGEND

MODERNIZE

NOTIFICATIONBUSINESS

RULES

Policy

Automation

Process

Notification

Integrationand

Operations

PhasedInteractionsModernizeITServiceManagement

Transform

Thetransformphasebuildsuponthecapabilitiesavailableinthemodernizephasewithinteractionsandadditionalvalueelementstodelivertheoverallsolution.Atthispoint,organizationsstarttoseemoreinherentcollaboration,technologyintegrations,andbetteroverallvisibility.Duringtheseinteractions,thesolutionevolves.Interactions,suchasdatapopulationintotheCMDB,escalationsbetweenIncidentandProblem,andautomationfromReleasethroughOrchestrationarehappeninginthisphaseoftheJourney.


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTINGAGILE

DEVELOPMENT


TESTMANAGEMENT


CATALOG

MOBILE

ODBC

REST


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

EVENTMANAGEMENT

SERVICEMAPPING

CLOUDMANAGEMENT

THREATINTELLIGENCE

FINANCE MARKETING

EXTENSIONS

COMMONINTERACTIONS

LEGEND

NOTINSCOPE

LeveragedMODERNIZE

INNOVATENOTINSCOPE

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT


KNOWLEDGE ON-CALLTIMETRACKING

OPENFRAME

WEBSERVICES

BUSINESSRULES

PORTAL

PROBLEM INCIDENT CHANGE

COLLABORATION NOTIFICATION

CMDB SLAMGMT RELEASE ASSET

WORKFLOW

ProblemEscalation AssetAlignedChangeProcess

toRelease

AnalyticsDashboards

EnhancedPortalExperience

LEGEND

TRANSFORM

ReleaseAutomation

ORCHESTRATION

DISCOVERYMIDSERVER

ChangeTaskAutomation

CIPopulation

REQUEST

ExtendedPortalCollaboration

RequestDeliveryAutomation

PERFORMANCEANALYTICS Process

Automation

RemoteExecution

DiscoveryProbes


Innovate

IntheInnovatephasetheinteractionsarekeytofinalizingthedeliveredsolution.Thisroundsouttheoverallapproachandsolutiondesign.ToModernizeITServiceManagement,totrulyseewherethissolutioncanreallytakehold,theInnovatephasedeliversinteractionsthatenrichandempowerthesolution.EventintelligencehappenswithBusinessRulesandEventManagement,AssetsareintegratedviaWebServices,notjustdiscoveryandimportfunctionality,andamoreconsumerizedviewofITisdeliveredthroughMobileandaServiceCatalog.


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENT


ODBC

REST


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY

CLOUDMANAGEMENT

PROBLEM SLAMGMT

THREATINTELLIGENCE

FINANCE MARKETING

EXTENSIONS

COMMONINTERACTIONS

LEGEND

NOTINSCOPE

LeveragedMODERNIZETRANSFORM

NOTINSCOPE

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

FINANCIALMANAGEMENT

VENDORMANAGEMENT


KNOWLEDGE COLLABORATION WORKFLOWON-CALLTIMETRACKING

RELEASE

ORCHESTRATION

OPENFRAME

CATALOG

PORTAL

REQUEST

MOBILE

EVENTMANAGEMENT

SERVICEMAPPING

INCIDENT CHANGE

NOTIFICATION

CMDB

LEGEND

INNOVATE

RESOURCEMANAGEMENT

BUSINESSRULES

WEBSERVICESMobile

Experience

ServiceVisualization

SkillsRouting

ExtendedNotifications

BusinessApplications

EventIntelligence

MIDSERVER

EventIntegration

ASSET

FinancialDataIntegration


HighLevelIntegrationsArchitecture

Onceorganizationsunderstandtheinteractionsrequiredbetweencapabilitiestoresolverealsecuritythreatsfast,theymaysay“Yes,buthowdowebuildintegrationswithexternalsystemstoarchitectforsuccess?”Ineverysolution,thereisthepotentialforexternalintegrationsintosystemsofreferenceorrecordthatprovideadditionalcapabilitiesnotfoundontheplatform.Theintegrationsarelinkedtotheircorecapability,andexternalsystemsaredenotedoutsideofthePlatformCloudecosystem.ITServiceManagementrequiresintegrationsofinfrastructuredatacomingfromnumeroussources,andpotentiallyotherproviders.AssetdatawillneedtobelinkedwiththeSystemofRecordforFinance,andEventswillhavetobeintegratedwithMonitoringandOperationstools.Alloftheseintegrationswillhappeninastepwisefashion,asthesolutionevolves,theabilitytointegrate,replace,oreliminateexternaltools,willprovidemoreandmorevaluetotheapproach.

CustomerJourney–Delivery

Finally,onceorganizationsknowhowtoimplementintegrationstoensuretheproperarchitecture,theymaysay“Yes,buthowdowefindtheappropriatetechnicalresourcestoassistwiththeseimplementations?”ServiceNowcustomerscanlooktoServiceNow’sProfessionalServicesteamtospeaktohowtheycanassistinensuringtheorganizationisabletocomealongforthejourney.ServiceNowhascreatedprescriptiveapproachestodeliveringthedefinedsolutioninaphasedapproach.

• EachphaseoftheCustomerjourneyincludeso AsetofConsultingapproachesfocusedonreadiness,assessment,andprocess

implementationo Implementationservicesforapplicationandcapabilityintegrationso Trainingtoeducateusers,operators,andteamsonhowtousethetechnologyto

achievetheagreeduponoutcomes§ ServiceNowoffersasetofprescriptivetrainingclassesforHR

administratorsandagents,aswellasdifferentoperators§ Duringeachphase,therewillbespecifictrainingelementstohelp

organizationsgetthemostvaluefromthesolution.• IntheTransformphase,trainingaroundPerformanceAnalytics

willhelpthemgetthemostfromdashboardsandmeasurementreportingontheappropriateKPIs.

• IntheInnovatephase,ProfessionalServiceswilladdOrchestrationtrainingtohelpteamscreateintegratedand


CAPABILITIES

IMPLEMENT

CustomerJourney- DeliveryModernizeITServiceManagement

CONSULTING

PHASE

TRAINING

MINDSET MODERNIZE

CONSOLIDATION

PLATFORM FOUNDATIONFULFILLER TRAINING LEVEL 1

TRANSFORMEXPERIENCE

INNOVATEALIGN

READINESS ASSESSMENT & IMPLEMENTATION ROADMAPSOLUTION BASELINE & OUTCOME ASSESSMENT

PROCESS IMPLEMENTATION WORKSHOPS

PLATFORM & CORE DATA SERVICESINTEGRATION SERVICES

APPLICATION IMPLEMENTATIONPOST IMPLEMENTATION CHECKUP


PROCESS IMPLEMENTATION WORKSHOPSPERFORMANCE ANALYTICS WORKSHOP

IT SERVICE AND PORTAL DESIGN WORKSHOPS

Incident Change Knowledge Portal MobileAnalytics ServiceMapping ServiceCatalog OrchestrationRequest CMDB Problem Asset Release

SERVICE MAPPINGPERFORMANCE ANALYTICS

EVENT MANAGEMENT


DESIGN WORKSHOPS FOR BUSINESS SERVICES ANDPERSONA PORTAL EXPERIENCE



ADVANCED ADMINISTRATIONFULFILLER TRAINING LEVEL 2

ORCHESTRATIONDISCOVERY

PERFORMANCE ANALYTICS



automatedflowstodriverequestsandlifeeventsinalowtouchmanner.

NextStepsFormoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachouttogotohttps://www.servicenow.com/contact-us.htmlandclickonsalestofindtheofficenearestyou.

modernize it service management journey document · 2020-06-11 · introduction this document is an...

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