take control of apps, projects, and financials journey ... · adoption through the outcomes...

TakeControlofApps,Projects,andFinancialsJourneyDocument

TableofContents

INTRODUCTION....................................................................................................................................2

HOWTOTAKECONTROLOFAPPS,PROJECTS,ANDFINANCIALS...........................................................3

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

ADOPTIONJOURNEY............................................................................................................................6

CAPABILITYROADMAP.........................................................................................................................8OVERVIEW..................................................................................................................................................8MODERNIZE................................................................................................................................................9TRANSFORM..............................................................................................................................................10INNOVATE.................................................................................................................................................12CONCLUSION.............................................................................................................................................13

PHASEDINTERACTIONS......................................................................................................................14MODERNIZE..............................................................................................................................................14TRANSFORM..............................................................................................................................................15INNOVATE.................................................................................................................................................16

HIGHLEVELINTEGRATIONSARCHITECTURE........................................................................................17

CUSTOMERJOURNEY–DELIVERY.......................................................................................................18

NEXTSTEPS........................................................................................................................................19

Introduction

ThisdocumentisanoverviewoftheServiceNowreferencearchitectureforthejourneyrelatedtotakingcontrolofapps,projects,andfinancials.ThisdocumentshouldbeusedasaframeworktoassistwithdeterminingthestepstomatureyouruseoftheServiceNowplatformcapabilities.Thisdocumentincludestheanswerstoaseriesof‘how’questions:

• Howtotakecontrolofapps,projects,andfinancialsattheexecutivelevel• Howtoachievetheoutcomesintheexecutiveoverviewofhowtotakecontrolofapps,

projects,andfinancials• Howtomeasuretoensureoutcomesintheexecutiveoverviewofhowtotakecontrol

ofapps,projects,andfinancialsareachieved• Howtoincreaseadoptionthroughtheoutcomesmeasuredforachievementinthe

executiveoverviewofhowtotakecontrolofapps,projects,andfinancials• Howtoimplementtheappropriatecapabilitiestoincreaseadoptionthroughthe

outcomesmeasuredforachievementintheexecutiveoverviewofhowtotakecontrolofapps,projects,andfinancialsthrougheachphaseofthejourney

• Howtotechnicallyconfiguretheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtotakecontrolofapps,projects,andfinancialsthrougheachphaseofthejourney

• Howtoarchitectthetechnicalconfigurationsoftheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtotakecontrolofapps,projects,andfinancialsthrougheachphaseofthejourney

1©2017ServiceNowAllRightsReserved Confidential

TakeControlofApps,ProjectsandFinancialsReferenceArchitecture

• Howtocoordinatewithexpertstoassistwith:o Architectingthetechnicalconfigurationsoftheappropriatecapabilitieso Implementingtoincreaseadoptiono Measuringachievementofoutcomeso Takingcontrolofapps,projects,andfinancials

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

HowtoTakeControlofApps,Projects,andFinancials

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

1. LinkrealcostsfromthegeneralledgertoafullinventoryofIT’sinfrastructure,applications,andbusinessservices.

2. Selecttherightinvestments,teams,andtacticstodrivethebestbusinessoutcomes.3. Executeallworkontimeandwithinbudgetusingwaterfall,agile,andhybridmethods.


TakeControlofApps,ProjectsandFinancials

GAINFINANCIALANDPORTFOLIOVISIBILITY

1

VALIDATEOUTCOMES

ALIGNPORTFOLIOGOALS

ACCELERATESERVICEDELIVERY

2

34

CIOCOMMANDCENTER

4. Provethesuccessfulachievementofgoalsandtargets.

CustomerJourneyOutcomes

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

• Modernize:VisibilityandAlignmento SinglesystemofengagementtoaligntheworkofITtothevoiceofthecustomero Singlesystemofrecordforallideas,demands,projectsandapplicationso Businessexpectationsalignedwithservicepricemodels

• Transform:EnhancedExecutiono Agile,waterfallandhybridexecutionofworko Resourcevisibilityacrossallworkcreatinggreaterefficiencyandmanagement


CAPABILITIES

CONSUMER

PHASE

BUSINESSVALUE

OUTCOMES

MINDSET

CustomerJourney- OutcomesTakeControlofApps,Projects,andFinancials

MODERNIZEEnterpriseArchitect,PMOand

DemandManager,FinanceManager

ORGANIZEDOPERATION

VisibilityandAlignment

• SinglesystemofengagementtoaligntheworkofITtothevoiceofthecustomer

• Singlesystemofrecordforallideas,demands,projectsandapplications

• Businessexpectationsalignedwithservicepricemodels

TRANSFORMProjectTeams,ResourceManagers,

BRM

VALUE-DRIVENPORTFOLIOS

EnhancedExecution

• Agile,waterfallandhybridexecutionofwork• Resourcevisibilityacrossallworkcreatinggreaterefficiencyandmanagement

• Alignportfoliostobusinessoutcomestobusinessoutcomes

• Applicationscategorizedandstrategicallyaligned

• Visibilityofserviceconsumption,andoperationalcosts

INNOVATEExecutiveLeaders,ConsumersofIT

Services

INSIGHTSTHATDRIVEACTION

SpeedofBusiness

• Businesspartnershipandawarenessoftotalcostofservicetoshapeserviceportfolio

• Focusonbusiness-drivenportfolioroadmapsandleanportfolioenvironment

• Proactivefinancialforecasting• Investmentininnovationandstrategyincreases,agilityatthecore,deliveringatthespeedofbusiness

BEGINNING OF THE END OF CHAOS INTELLIGENT BUSINESS DRIVEN PORTFOLIOS TRANSITION TO INNOVATION

Reporting&Analytics

DemandMgmt

FinancialMgmt

Resource&TimeManagement

ApplicationPortfolioMgmt

ServiceTCO

Project/PortfolioMgmt

Agile DevOps

o Alignportfoliostobusinessoutcomestobusinessoutcomeso Applicationscategorizedandstrategicallyalignedo Visibilityofserviceconsumptionandoperationalcosts

• Innovate:SpeedofBusinesso Businesspartnershipandawarenessoftotalcostofservicetoshapeservice

portfolioo Focusonbusiness-drivenportfolioroadmapsandleanportfolioenvironmento Proactivefinancialforecastingo Investmentininnovationandstrategyincreases,agilityatthecore,deliveringat

thespeedofbusinessMetrics

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

• Organizationsmovethroughthesephasesthroughmeasurementsandmetrics,usingappropriateKeyPerformanceIndicators.

• ThebelowareacatalogofKPIsthatprovideameasuringstickforprogressionacrossthedifferentphasesoftheJourneythatwerecompiledfromServiceNowcustomers,partners,andServiceNow’sexpertsinthefield.

TheKPIsnecessarytonavigatethroughthephasesareasfollows


CAPABILITIES

CONSUMER

PHASE

BUSINESSVALUE

METRICS

MINDSET

CustomerJourney- MetricsTakeControlofApps,Projects,andFinancials

MODERNIZEEnterpriseArchitect,PMOand

DemandManager,FinanceManager

ORGANIZEDOPERATION

VisibilityandAlignment

•Numberofappsundermanagement•Numberofdemandsgoingthroughpipeline•ReducedAmounttimefordemandcycle•Numberofdemandsconverted/deflected(-/+)

TRANSFORMProjectTeams,ResourceManagers,

BRM

VALUE-DRIVENPORTFOLIOS

EnhancedExecution

• Reducedcycletimeforbudget/portfolioplanning

• Increasedstakeholdersatisfaction• Reducedprojectrebaselining duetoresource

constraintsandinaccurateeffortestimation• Reducedredundantapplicationspercapability• Decreasedprojectcycletimeduetoincreased

agility

INNOVATEExecutiveLeaders,ConsumersofIT

Services

INSIGHTSTHATDRIVEACTION

SpeedofBusiness

• Reduceddeltainforecasttoactualbudgets• IncreasedaccuracyinCapitalvs.Operational

Expenditure• Increasednumberofstrategicallyaligned

projects• Decreaseddemand-through-deploycycletime

BEGINNING OF THE END OF CHAOS INTELLIGENT BUSINESS DRIVEN PORTFOLIOS TRANSITION TO INNOVATION

Reporting&Analytics

DemandMgmt

FinancialMgmt

ApplicationPortfolioMgmt

ServiceTCO

Project/PortfolioMgmt

Agile DevOpsResource&TimeManagement

• Modernize:VisibilityandAlignmento Numberofappsundermanagemento Numberofdemandsgoingthroughpipelineo Reducedamounttimefordemandcycleo Numberofdemandsconverted/deflected(-/+)

• Transform:EnhancedExecutiono Reducedcycletimeforbudget/portfolioplanningo Increasedstakeholdersatisfactiono Reducedprojectrebaseliningduetoresourceconstraintsandinaccurateeffort

estimationo Reducedredundantapplicationspercapabilityo Decreasedprojectcycletimeduetoincreasedagility

• Innovate:SpeedofBusinesso Reduceddeltainforecasttoactualbudgetso IncreasedaccuracyinCapitalvs.OperationalExpenditureo Increasednumberofstrategicallyallegedprojectso Decreaseddemandthroughdeploycycletime

AdoptionJourney

Onceorganizationsareabletomeasureforachievement,theymayask,“Yes,buthowdoIensurethesesolutionsareadopted?”Theadoptionjourneyrepresentsthestep-by-step


ü ModernizePhase ü TransformPhase ü InnovatePhase

TheAdoptionJourneyTakeControlofApps,ProjectsandFinancials

Align with the Voice of the Customer

Measure Everything to Deliver Action

Deliver Business-Driven

Value

Innovate at the Speed of Business

Execute with Agility

Step1 Step2 Step3 Step4 Step5 Step6

Collect and Inventory

ü Collect and Inventory all applications, demand and projects

ü Alignment with the voice of the customer through ideation and price models

ü Use the platform to deliver agile and traditional projects and enhancements, end-to-end resource management,

ü Create meaningful application categorization

ü Utilize the platform to make service-aware decisions

ü Establish alignment of portfolios and budget with enterprise and line-of-business strategy

ü Deliver and measure value-focused delivery of IT services

ü Application portfolio roadmaps created to shape demand

ü Total service costing utilized to support planned vs. actual decisions

ü Creation and refinement of predictive analytics

ü Management of IT budgets for all build and run activities

ü DevOps and mobile access implemented to increase velocity and business engagement and satisfaction

progressionofactivitiesfromphasecommencementtofulluseradoptionforthephase.Activitiestypicallycommencedperphaseareindicatedbycoloredcheckmark.EachoftheServiceNowsolutionsprovideamulti-step,prescriptiveapproach,toadoptingthesolution.

1. Step1–Collect&Inventorya. Collectandinventoryallapplications,demands,andprojects

2. Step2–AlignwiththeVoiceoftheCustomera. Alignmentwiththevoiceofthecustomerthroughideationandpricemodels

3. Step3–ExecutetheAgilitya. Usetheplatformtodiscoveragileandtraditionalprojectsandenhancements,

end-to-endresourcemanagementb. Createmeaningfulapplicationcategorizationc. Utilizetheplatformtomakeservice-awaredecisions

4. Step4–DeliveryBusiness-DrivenValuea. Establishalignmentofportfoliosandbudgetwithenterpriseandline-of-business

strategyb. Deliverandmeasurevalue-focuseddeliveryofITservices

5. Step5–MeasureEverythingtoDeliverActiona. Applicationportfolioroadmapscreatedtoshapedemandb. Totalservicecostingutilizedtosupportplannedvs.actualdecisions

6. Step6–InnovateattheSpeedofBusinessa. Creationandrefinementofproductiveanalyticsb. ManagementofITbudgetsforallbuildandrunactivitiesc. DevOpsandmobileaccessimplementedtoincreasevelocityandbusiness

engagementandsatisfaction

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


CapabilityRoadmapTakeControlofApps,ProjectsandFinancials

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-CALL BUSINESSRULES

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.Thisphasefocusesontheinitialcapabilitiesrequiredtotakecontrolofapps,projectsandfinancials.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• BusinessManagement:o DemandManagemento FinancialManagement


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


LEGEND

LEVERAGEDCAPABILITY

NOTINSCOPE

THREATINTELLIGENCE

FINANCE MARKETING


LEGENDMODERNIZE

NOTINSCOPE

TRANSFORMINNOVATE

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZE

NOTINSCOPE


DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

o ApplicationPortfolioo Project&Portfolio

• ServiceManagemento Incidento Changeo CMDBo SLAManagement

• Analyticso Reportingo PerformanceAnalytics

• EngagementandExperienceo Portalo Release

• Integrations&SystemsofRecordso MidServer

ThereisaforcemultiplierasitrelatestoServiceNow’soverallsolutionset.Theuseofcoreplatformfunctionality,suchasreporting,workflow,aswellastheCloudinfrastructure,deliversamoreenhancedsolutiontodeliverontheCloudManagementapproach.Transform

IntheTransformphaseoftheJourney,organizationsbegintotakeadvantageofmoreand


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


LEGEND

LEVERAGEDCAPABILITY

NOTINSCOPE

THREATINTELLIGENCE

FINANCE MARKETING


LEGENDMODERNIZE

NOTINSCOPE

TRANSFORMINNOVATE

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZETRANSFORM

NOTINSCOPE


DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT


KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES

TIMETRACKING

OPENFRAME

moreplatformcapabilities.TheybegintoaddadditionalAnalyticsandIntelligenceintheoverallprocess.Thisphasefocusesonthetransformationalcapabilitiesrequiredtotakecontrolofapps,projectsandfinancials.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• BusinessManagemento ResourceManagement

• ServiceManagemento Problemo Releaseo Asset

• EngagementandExperienceo Catalog

• ApplicationDevelopmento AgileDevelopmento TestManagement

• Platformo Knowledgeo Collaborationo Notificationo TimeTrackingo OnCallo BusinessRuleso Workflowo OpenFrame

Innovate

IntheInnovatePhase,organizationsnowhaveafirmfoundationofInsightandOperationaleffectiveness.Thisphasefocusesontheinnovativecapabilitiesrequiredtotakecontrolofapps,projectsandfinancials.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• EngagementandExperienceo Mobile

• OperationsManagemento Orchestration


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


LEGEND

LEVERAGEDCAPABILITY

NOTINSCOPE

THREATINTELLIGENCE

FINANCE MARKETING


LEGENDMODERNIZE

NOTINSCOPE

TRANSFORMINNOVATE

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZETRANSFORMINNOVATENOTINSCOPE


DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

Conclusion

Buildingonthepreviousimages,organizationscanseetheevolutionofcapabilitiesneededtodrivethissolution,fromModernize,toTransform,toInnovate.Thisphasefocusesonthefinalcapabilitiesrequiredtotakecontrolofapps,projectsandfinancialsthroughcommoninteractions.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• Extensionso CommonInteractions

• ServiceManagemento HRo Legalo Financeo Marketingo Facilities


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


LEGEND

LEVERAGEDCAPABILITY

NOTINSCOPE

THREATINTELLIGENCE

FINANCE MARKETING


LEGENDMODERNIZE

NOTINSCOPE

TRANSFORMINNOVATE

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZETRANSFORMINNOVATE

EXTENSIONS

COMMONINTERACTIONS

NOTINSCOPE


DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

PhasedInteractionsModernize

Buildingontheformatinthepreviousimages,thenextfewdiagramswillhighlightinteractionsamongcapabilitiesandareas.Thisshouldprovideaclearerpictureofwhat’shappeningbetweenthosecomponentsateachphaseoftheJourney.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:

• ProcessAutomationo DemandManagemento ApplicationPortfolioo Project&Portfolio

• Ideationo DemandManagemento Request

• DemandReportingo Reportingo Portalo DemandManagement

• PortfoliotoCIso ApplicationPortfolioo Project&Portfolioo CMDB


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


AGILEDEVELOPMENT


TESTMANAGEMENT


CATALOG

MOBILE

ODBC

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD


PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT

PROBLEM RELEASE ASSET

LEGEND

LEVERAGEDCAPABILITY

NOTINSCOPE

THREATINTELLIGENCE

FINANCE MARKETING


LEGENDMODERNIZE

NOTINSCOPE

TRANSFORMINNOVATE

LEGEND

NOTINSCOPE

Leveraged


EXTENSIONS

COMMONINTERACTIONS

NOTINSCOPE

PhasedInteractionsTakeControlofApps,ProjectsandFinancials


RESOURCEMANAGEMENT

VENDORMANAGEMENT


TIMETRACKING

OPENFRAME

REPORTING


PORTAL

REQUEST

MIDSERVER

INCIDENT CHANGE CMDB SLAMGMT

DEMANDMANAGEMENT

PROJECT&PORTFOLIO

FINANCIALMANAGEMENT


ProcessAutomation

DemandReporting

Ideation

PortfoliotoCIs

Transform

Thetransformphasebuildsuponthecapabilitiesavailableinthemodernizephasewithinteractionsandadditionalvalueelementstodelivertheoverallsolution.Atthispoint,organizationsstarttoseemoreinherentcollaboration,technologyintegrations,andbetteroverallvisibility.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:

• ProjectCatalogEnabledo Catalogo DemandManagemento Project&Portfolio

• ProblemDrivenDemando DemandManagemento Problem

• ProjectDriveNewAssetso Project&Portfolioo Asset

• ProjectGenerateRequestso Project&Portfolioo ResourceManagement


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING




PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD


PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT

INCIDENT CHANGE CMDB SLAMGMT

LEGEND

LEVERAGEDCAPABILITY

NOTINSCOPE

THREATINTELLIGENCE

FINANCE MARKETING


LEGENDMODERNIZE

NOTINSCOPE

TRANSFORMINNOVATE

LEGEND

NOTINSCOPE

Leveraged


EXTENSIONS

COMMONINTERACTIONS

NOTINSCOPE



FINANCIALMANAGEMENT

VENDORMANAGEMENT


AGILEDEVELOPMENT

TESTMANAGEMENTCATALOG

RELEASE ASSET

RESOURCEMANAGEMENT


TIMETRACKING

OPENFRAME

PROJECT&PORTFOLIO

ProjectsGenerateReleases

ProjectDriveNewAssets

ProblemDrivesDemand

ProjectCatalogEnabled

ReleasetoNewDevelopment

DEMANDMANAGEMENT

PROBLEM

o Release• ReleasetoNewDevelopment

o AgileDevelopmento Release

Innovate

IntheInnovatephasetheinteractionsarekeytofinalizingthedeliveredsolution.Thisroundsouttheoverallapproachandsolutiondesign.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:

• MobileExperienceEnableo Mobileo ApplicationPortfolioo Project&Portfolioo Releaseo AgileDevelopment

• DevOpsEnablemento Orchestrationo Releaseo AgileDevelopment

• OrchestrationtoExternalSystemso Orchestrationo MidServer


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING



TESTMANAGEMENT


CATALOG

PORTAL

REQUEST

ODBC

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD


PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY

EVENTMANAGEMENT

SERVICEMAPPING

CLOUDMANAGEMENT

PROBLEM INCIDENT CHANGE CMDB SLAMGMT ASSET

LEGEND

LEVERAGEDCAPABILITY

NOTINSCOPE

THREATINTELLIGENCE

FINANCE MARKETING


LEGENDMODERNIZE

NOTINSCOPE

TRANSFORMINNOVATE

LEGEND

NOTINSCOPE

Leveraged


EXTENSIONS

COMMONINTERACTIONS

NOTINSCOPE


DEMANDMANAGEMENT


RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT


TIMETRACKING

OPENFRAME

MOBILE

ORCHESTRATION


PROJECT&PORTFOLIO

MobileExperienceEnable

MIDSERVER

OrchestrationtoExternalSystems

AGILEDEVELOPMENT

RELEASEDevOpsEnablement

HighLevelIntegrationsArchitecture

Onceorganizationsunderstandtheinteractionsrequiredbetweencapabilitiestotakecontrolofapps,projectsandfinancials,theymaysay“Yes,buthowdowebuildintegrationswithexternalsystemstoarchitectforsuccess?”Ineverysolution,thereisthepotentialforexternalintegrationsintosystemsofreferenceorrecordthatprovideadditionalcapabilitiesnotfoundontheplatform.Theintegrationsarelinkedtotheircorecapability,andexternalsystemsaredenotedoutsideofthePlatformCloudecosystem.

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

CONSULTING

PHASE

TRAINING

MINDSET

CustomerJourney– DeliveryTakeControlofApps,ProjectsandFinancials

MODERNIZE

ORGANIZEDOPERATION

TRANSFORMVALUE-DRIVENPORTFOLIOS

INNOVATEINSIGHTSTHATDRIVEACTION

CERTIFIED SYSTEM ADMINISTRATOR

PPM ACCREDITATION

FM ACCREDITATIONAPM ACCREDITATION

IMPLEMENTATION READINESS ASSESSMENT & ROADMAP

SERVICENOW ADOPTION AND MANAGEMENT

SOLUTION BASELINE AND OUTCOME ASSESSMENT

PROCESS IMPLEMENTATION

FINANCIAL MANAGEMENT PROCESSES

PORTFOLIO MANAGEMENT PROCESSES

APPLICATION MANAGEMENT PROCESSES

ACCELERATED IMPLEMENTATION FOUNDATIONS

(PPM, FM, APM)PPM IMPLEMENTATION SERVICES DEMAND

PROGRAM/PORTFOLIO





FINANCIAL MANAGEMENT TRANSFORMATION PROCESSES

PORTFOLIO MANAGEMENT TRANSFORMATION PROCESSES

APPLICATION MANAGEMENT TRANSFORMATION PROCESSESPERFORMANCE ANALYTICS WORKSHOP (IF ITBM W/ PA SOLD)


PPM CERTIFICATION

FM CERTIFICATIONAPM CERTIFICATION





ADVANCED FINANCIAL MANAGEMENT PROCESSES

ADVANCED PORTFOLIO MANAGEMENT PROCESSES

ADVANCED APPLICATION MANAGEMENT PROCESSESADVANCED PERFORMANCE ANALYTICS WORKSHOP (IF ITBM W/ PA SOLD)

PPM INNOVATION SERVICES

FM INNOVATION SERVICES (PLANNING)APM INNOVATION SERVICES (ROADMAPPING)

ITBM INNOVATION SERVICES (LEADING INDICATORS)


PPM ACCREDITATION (LEVEL 200)FM ACCREDITATION (LEVEL 200)

APM ACCREDITATION (LEVEL 200)

PPM TRANSFORMATION SERVICES (RESOURCE/AGILE)FM TRANSFORMATION SERVICES (CONSUMPTION)APM TRANSFORMATION SERVICES (ASSESSMENT)

ITBM TRANSFORMATION SERVICES (INTEGRATIONS)

Reporting&

Analytics

Portfolio

Mgmt

Resource&Time

Management

Application

PortfolioMgmt

Service

TCO

Project

Mgmt DevOps,AgileAgile

automatedflowstodriverequestsandlifeeventsinalowtouchmanner.

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

take control of apps, projects, and financials journey ... · adoption through the outcomes...

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