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Download The Enterprise Cloud Company ServiceNow - IPMA-WAipma-wa.com/sites/default/files//event/2015/08/PD 20150930...The Enterprise Cloud Company ServiceNow Jason McKee Platform Evangelist ... Introduction to ServiceNow Author: Matthew French Subject: First Call Presentation

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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

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

  • 2015 ServiceNow All Rights Reserved 3

    it is not possible to solve todays challenges with yesterdays

    technology - Fred Luddy Chief Product Officer, ServiceNow

    You must build native cloud applications. What we are designing as SAPs applications for the cloud, weve not taken a single line of source code from our existing applications.

    - Rainer Zinow, Product Strategy Chief, SAP

    Transformation requires a different approach

  • 2015 ServiceNow All Rights Reserved 4

    What we need to transform.

    2012 ServiceNow All Rights Reserved 4

    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

  • 2015 ServiceNow All Rights Reserved 5

    The problems with todays custom applications

    2014 ServiceNow All Rights Reserved 5

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

    The business cannot risk letting users build applications without ITs help and guidance.

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

    and users often hate them!

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

  • 2015 ServiceNow All Rights Reserved 6

  • 2015 ServiceNow All Rights Reserved 7

  • 2015 ServiceNow All Rights Reserved 8

    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

  • 2015 ServiceNow All Rights Reserved 9

  • 2015 ServiceNow All Rights Reserved 10 2014 ServiceNow All Rights Reserved 10

  • 2015 ServiceNow All Rights Reserved 11

    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

    2014 ServiceNow All Rights Reserved 11

  • 2015 ServiceNow All Rights Reserved 12

    Where you expend effort Old World

    Technology

    Process

  • 2015 ServiceNow All Rights Reserved 13

    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

  • 2015 ServiceNow All Rights Reserved 15

    it is not possible to solve todays challenges with yesterdays

    technology - Fred Luddy Chief Product Officer, ServiceNow

    You must build native cloud applications. What we are designing as SAPs applications for the cloud, weve 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

    2014 ServiceNow All Rights Reserved 16

    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 arent they as easy and friendly as Amazon, Facebook or

    Twitter?

    BUT

  • 2015 ServiceNow All Rights Reserved 17

    Your Challenges

    2014 ServiceNow All Rights Reserved 17

    BUT

    Were eager to deliver applications that users love

    Were too busy and its too hard with what weve 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 ITs help and guidance.

    ANALYSTS, CONSULTANTS & VENDORS:

  • 2015 ServiceNow All Rights Reserved 18

    Start with the end state in mind

    2013 ServiceNow All Rights Reserved 18

    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.

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