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© 2015 ServiceNow All Rights Reserved 1

The Enterprise Cloud Company ServiceNow

Jason McKee

Platform Evangelist

John Fahey

Sr. Account Executive


Business Transformation: Why we need it NOW

https://community.servicenow.com/community/knowledge-user-conference/knowledge15/highlights/other#ooid=kxcjZzdDoeJE4uls8p9fY_wG5zMhrUUX


it is not possible to solve today’s challenges with yesterday’s

technology - Fred Luddy Chief Product Officer, ServiceNow

“You must build native cloud applications. What we are designing as SAP’s applications for the cloud, we’ve not taken a single line of source code from our existing applications.”

- Rainer Zinow, Product Strategy Chief, SAP

“ ”

Transformation requires a different approach


What we need to transform….


Line-of-business application

Shared business service

Shared business service

Line-of-business application

Custom-built application

For IT… For The Business…

Multiple redundant, disparate, legacy, disconnected and/or incompatible IT management tools

Multiple redundant, disparate, legacy, unmaintainable and/or incompatible

applications/services


The problems with today’s custom applications


“New technologies enable users to build the applications they want and need”

“The business cannot risk letting users build applications without IT’s help and guidance.”

Every business and shared service depends upon them, BUT: • They’re dated • They’re difficult and expensive to maintain and support • They’re fragmented • They perform poorly • They require proprietary/complex technologies and skills • They’re not mobile or social • They’re not agile or flexible • They don’t support adequate reporting

…and users often hate them!

So what can IT do to transform IT and the business?


IT Service Model

Service Experience

Service Analytics

Service Delivery

Service Assurance

Service Taxonomy REQUESTER PROVIDER

Internal Providers

Legal Finance Human

Resources

Information Technology Customer

Support Marketing Facilities

Service Management for the Enterprise


Custom ServiceNow apps: other examples

Vendor & Contract Management

Seasonal Retail Location Setup

Insurance Claims Exceptions

Credit Card Loyalty Program Management

Payroll Issue Tracking

Hotel & Car Reservations

Refinery Exception Management

New Market Rollout Rebate Processing

Shipping Logistics



Where you expend effort – Old World

Technology

Process


Where you expend effort – New World

Technology

Process

© 2015 ServiceNow All Rights Reserved 14 © 2014 ServiceNow All Rights Reserved

Search Email Web Services Import / Export Templates

Workflow Approvals Reports Social Mobile

Shared Data Forms & Lists Scripting Role-based Security UI / CMS

PL

AT

FO

RM

S

ER

VIC

ES

AHA Multi-instance Architecture

Upgrades Certifications Scalability & Performance

CL

OU

D

IN

FR

AS

TR

UC

TU

RE

ServiceNow Applications Partner

Applications

Custom

Applications

ServiceNow Service Automation Platform


it is not possible to solve today’s challenges with yesterday’s

technology - Fred Luddy Chief Product Officer, ServiceNow

“You must build native cloud applications. What we are designing as SAP’s applications for the cloud, we’ve not taken a single line of source code from our existing applications.”

- Rainer Zinow, Product Strategy Chief, SAP

“ ”

The new world requires a new approach

15 © 2014 ServiceNow All Rights Reserved


Your Challenges


BUT …

“IT is critical to our success and growth”

“IT must do more with less and cut costs wherever possible”

BUSINESS LEADERS:

BUSINESS USERS:

“We rely upon IT-provided applications to do our jobs”

“We hate the applications IT provides to do our jobs – why aren’t they as easy and friendly as Amazon, Facebook or

Twitter?”

BUT …


Your Challenges


BUT …

“We’re eager to deliver applications that users love”

“We’re too busy and it’s too hard with what we’ve got”

IT LEADERS & TEAMS:

BUT …

“New technologies enable users to build the applications they want and need”

“The business cannot risk letting users build applications without IT’s help and guidance.”

ANALYSTS, CONSULTANTS & VENDORS:


• Start with the end state in mind


Strategy

Governance

People

Process

Technology

• Optimize Processes before codifying in ServiceNow

• Create & maintain a Governance structure (for speed)

• Invest time upfront to ensure alignment of stakeholders

• Invest in technical knowledge and platform capabilities

• Communicate, Communicate, Communicate

Core Implementation Critical Success Factors

Deep and varied implementation experience has clearly identified the practices used by our most successful customers.

the enterprise cloud company servicenow - ipma-waipma-wa.com/sites/default/files//event/2015/08/pd...

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