the enterprise cloud company servicenow - ipma-waipma-wa.com/sites/default/files//event/2015/08/pd...
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© 2015 ServiceNow All Rights Reserved 1
The Enterprise Cloud Company ServiceNow
Jason McKee
Platform Evangelist
John Fahey
Sr. Account Executive
© 2015 ServiceNow All Rights Reserved 2
Business Transformation: Why we need it NOW
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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
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What we need to transform….
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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
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The problems with today’s custom applications
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“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?
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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
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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
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© 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
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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
© 2015 ServiceNow All Rights Reserved 16
Your Challenges
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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 …
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Your Challenges
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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:
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• Start with the end state in mind
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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.