roadmap 101 of the servicenow business platform
TRANSCRIPT
Roadmap 101For
ServiceNow Platform
Introduction & Overview
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• About Alcor• Integrated Service Management• Roadmap 101
– Why develop a roadmap?– Strategy & roadmap: There is a difference– Who should be involved?– How to build & maintain a roadmap
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About Alcor• Founded in 2008, Alcor is a California corporation with its global headquarters in Los Angeles and presence
in San Francisco Bay Area (ITSM Practice), New York, Ohio and Canada.
• Alcor provides solutions in the areas of Service Management, Cloud Provisioning & Management, IT Security & IT Automation
• Alcor consulting focuses on leveraging technology, process re-engineering and providing professional services. We perform projects & provide ongoing support as well as expert resources for staff augmentation
• Current engagements cut across leading enterprise clients within US, Canada, Europe and India.
Alcor Services
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Our Clients
Introduction & Overview
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• About Alcor• Integrated Service Management• Roadmap 101
– Why develop a roadmap?– Strategy & roadmap: There is a difference– Who should be involved?– How to build & maintain a roadmap
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Enterprise Service Delivery Is Often Fragmented
In many of our clients, organizations work largely with an inward focus on achieving their specific objectives and leveraging preferred methodologies to create value for the end customer
While all the teams are focused on delivering value to business, there is potential to optimize the flow of value by building interconnections
App Dev AMS D&E Architectur
e IT Ops Facilities
Compliance HR
Customer Service
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Integrated Service Management
App DevHR
SMFacilities
Finance
IT Ops
Compliance
CM
RM
PM
AM
IMEM
For effective service delivery, we believe it should be viewed as an integrated system geared towards creating, delivering and sustaining value through delivery of services
Service Management needs to play the role of building interfaces and connecting frameworks to help optimize flow of value to business
Alcor implements solutions that enable the services value chain
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Service Management Needs Adoption
Alcor believes that it is critical to have common ground and interface for all stakeholders for effective Service Management
Agreement on Standards
Right Level of “Process”
AdoptionClient Business Model
FrameworkOperations View Point Business / Apps View Point
Service Management View
Point
Quality of Run/Maintain Minimizing defects
Speed / Agility Functionality
Rigor Standardization All stakeholders are
following standards and processes
Need to build interfaces and common medium
Service Management needs to play the role of defining / articulating business value to all stakeholders
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Introduction & Overview
• About Alcor• Integrated Service Management• Roadmap 101
– Why develop a roadmap?– Strategy & roadmap: There is a difference– Who should be involved?– How to build & maintain a roadmap
Why Develop a Roadmap?
ServiceNow Implementation Roadmap Development
Assess implementation options based
on best practices & constraints
Planning & Discussions to Identify
Service Mgmt Requirements
Assess options for
cost & relevance to
drivers
Develop the recommended
Implementation Roadmap
SCOPE OF WORK
MGTCHKPT
• Review and understand key Service Management requirements & drivers• Provide best practices on a typical ServiceNow implementation, in terms of processes,
modules, integrations• Build a framework to evaluate each module recommendation and the drivers that support it• Analyze and present realistic options taking into account the current implementation & toolsets• Evaluate the risk and develop a cost model for the implementation• Develop a recommended implementation timeline, resource map & constraints
Build a simplified, integrated service management system & gain adoption
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When to Develop a Roadmap?
Ongoing Support
Ongoing ESM Software
Management
Integration with Enterprise
Applications
New Implementations & Upgrade Support
Expert Support
Troubleshooting
ESM Strategy
ESM Assessment
Business Case Development
Software Evaluation
ESM Implementation
Roadmap
ESM Process Services
Process Assessment
Developing Process Gold Masters
Implementation Process Roadmaps
Organizational Change
Management.
ESM Software Implementation
Process Mapping
Core System Set Up
Implementation of ESM Processes
Integration & Testing
Training & Go Live Support
A roadmap depends on the current state, so invest in developing it based on where you are in your journey…
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Roadmap Depends on Current State…Security Example
Decision makers are loosing sleep over information security
And it’s only going to become more difficult
Phishing/Drive-by malwareis a proven tactic
Segmentations best practices not being followed
Misconfigured Security solutions
Cloud storage acts as data exfiltration channel
Lack of governance increase outbound communications
• Cyber security strategy – BCDR under cyber attack
• Vulnerability assessment– Continuous management
• Pen testing– DMZ, Web applications, Infrastructure
• Technology selection/implementation• SOC
– 24X7 SIEM log monitoring• Incident response
– Post Breach
Alcor Offerings
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Strategy vs. Roadmap
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Execution
Roadmap
Define where you need to go
How will you reach there?
The process of reaching there…
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Who Should be Involved?
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Leadership
Functional Technical Clients
Advisors
A good roadmap building exercise serves as the first adoption building initiative
• For each process/module recommendation, use a comprehensive framework:
How to Build A Roadmap?
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Recommendation
Business Drivers
Service Requirements
Current Process
Best Practices
Risk
TCO
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Invest based on current status & goals…be realistic
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Do Not Underestimate Organizational Change & Its Impact
Organizational Assessment
OCM Strategy and Plan
Communication Plan
OCM Execution
OCM Adoption• Executive Sponsorship• Business & IT Alignment• Dedicated Team and
consistent effort• Monitoring and
measurement of Success
OCM Strategy and Plan• Establish OCM objectives• Establish key stakeholder
group and steering committee
• Establish program team & execution plan
OCM Execution• Develop and execute
training• Evaluate progress and
success• Update and adjust strategy
and plan where required
Communication Plan• Create communication
plan by stakeholder groups (IT & business)
• Deliver key messages
Organizational Assessment• Assess existing capabilities • Identify key change
impacts and develop mitigation plan
• Identify training requirements
OCM requires focus and an iterative approach for success
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Thank You!
Call us at (408)910-9815 / (925) 452-8231