reimagine the service desk to introduce new levels of productivity
TRANSCRIPT
© 2017 ServiceNow All Rights ReservedConfidentialConfidential
Re-Imagining the Service Desk: Introducing New Levels of Productivity
Adam Moskof
Senior Solutions ConsultantServiceNow
© 2017 ServiceNow All Rights Reserved 2Confidential
What We Will Cover Today
• Tapping into the Power of Big Data and Analytics
• Changing the Way Service Delivery is Done
• Q & A
• IT Service Delivery Trends and Challenges
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HR
SECURITYCUSTOMER
BUSINESSAPPS
SERVICEIT
The Lightspeed Enterprise™
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Create Your Lightspeed Enterprise™ With ServiceNow
Platform
Cloud Infrastructure
BUSINESS APPSIT SECURITY HRCUSTOMER SERVICEHR
SECURITY
BUSINESSAPPS
CUSTOMERSERVICE
IT
The Lightspeed Enterprise™
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Platform
Cloud Infrastructure
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
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Cloud Shift and Implications for IT
Avoidance CreatesRisks for IT Departments
Embracing Creates NewLeadership Opportunities
89%
IT lacked the skills to shift to cloud-first
88%
Cloud could replace IT department
72%
Shift increases IT’s relevance
68%
IT will become essential in the future
LOBs and DevOps wantIT to be a strategic partner
Source: ServiceNow, “Cloud ComputingTipping Point Survey”
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ITSM on Complex Legacy Tools
Change
SoftwareAssets
Knowledge
Mobile
Catalog
Incident
Reporting
Reporting
Assets
CMDB
Discovery
Change
Problem
Reporting
Knowledge
Incident
COSTS PRODUCTIVITY
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ITIL Best Practices 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
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Run a Kanban-style Service Desk with Visual Task Boards
Faster Work
Assignment
Improved
Visibility
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Real Value Outcomes
46,000HOURS SAVEDPER MONTH
40%REDUCTION INCALL VOLUME
7.7MONTHS
TIME TO PAYBACK
Logos are trademarks or registered trademarks of their respective owners and not ServiceNow
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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 Managers
Innovate vs. Maintain
End UsersCustomer engagement and delight
Dir/Mgr, IT Service DeliveryIT Service Desk
High Quality, Reliable IT Service
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Q & AThank you for joining us.
Engage in the conversation and visit the ServiceNow community:http://community.servicenow.com
Adam MoskofSenior Solutions ConsultantServiceNow