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FUJITSU WORLD TOUR 2014

Service Now: IT service Management On Demand Carl Wethmar, ESM Practice Leader

Agenda

IT Service Management

On Demand

ServiceNow Reference Cases

ServiceNow: IT Service Management On Demand

© FUJITSU LIMITED 2014

What is “IT Service Management?”


“IT service management (ITSM) refers to the implementation and management of quality information technology services. IT service management is performed by IT service providers through people, process and information technology.”

Wikipedia [http://en.wikipedia.org/wiki/ITSM]

http://en.wikipedia.org/wiki/ITSM

And what’s standing in IT’s way?

Source: “Bullwinkle on Business: Motivational Secrets of a Chief Executive Moose” by John Hoover, Ph.D.; St. Martin’s Press, 2007. (Any resemblance to any CIO is purely coincidental.)

MOOSE (per Forrester):

Maintain and Operate the IT Organization, Systems, and Equipment

MOOSE costs: as much as 72 cents of every IT budget dollar – or MORE!


In Reality IT departments are...


They’re dated, difficult and expensive to maintain and support

They’re fragmented & perform poorly

They require proprietary/complex technologies and skills

They’re not mobile / Social

They’re not agile or flexible

They don’t support adequate reporting

…and users hate them!

Enterprise Applications Supported by IT …

“However, New technologies enable users to build the applications they want and need”

Every business depends upon them, BUT:


What is “IT Service Management?”


“IT service management (ITSM) refers to the implementation and management of quality information technology services. IT service management is performed by IT service providers through people, process and information technology.”

1: IT Service Management Forum (2002). van Bon, J.. ed. IT Service Management: An Introduction. Van Haren Publishing. ISBN 90-806713-4-7

Wikipedia [http://en.wikipedia.org/wiki/ITSM]

“Providers of IT services can no longer afford to focus on technology and their internal organization;

they now have to consider the quality of the services they provide and focus on the relationship with customers.” 1

Service Relationship Management

Inside and Outside the Enterprise

ERP/IT

Information Technology


IT Operations

Help Desk

Help Desk



Requester SERVICE CATALOG

SEARCH KNOWLEDGE

COLLABORATE

SERVICE CATALOG

SEARCH KNOWLEDGE

COLLABORATE

Provider

Executives

SERVICE RECORD

> HELP

> ORDER

> CHANGE

> INFO

SERVICE-ORIENTED WORKFLOW

ASSIGN &

TRACK WORK

UPDATE

SERVICE STATUS

Service Relationship Management

APPROVALS &

NOTIFICATIONS

KPI

DASHBOARDS

BUSINESS

DASHBOARDS

REPORTING & ANALYTICS


On Demand

What is the meaning of “On Demand”?


On-demand self-service is the process through which “a consumer (or any user for our purposes here) can unilaterally provision computing capabilities, such as server time and network storage, as needed automatically without requiring human interaction with each service provider”.

Source: National Institute of Standards and Technology (NIST)

On-demand self service refers to a feature of cloud computing which allows the management of one’s own services without having to communicate with a service provider

- Fred Luddy Chief Product Officer, ServiceNow

it is not possible to solve today’s challenges with yesterday’s

technology

“

”

The On-demand world requires a new approach


Remember this?


“management of one’s own services”

“focus on the relationship with customers”

Add what the users want And what IT supports

You need a Powerful Enabler:

The ServiceNow Service Automation Platform!


ServiceNow Platform Architecture


ServiceNow Capability


ServiceNow Platform facilitate “On Demand”

Ideal for forms-based, workflow-driven apps

‒ and for automating custom line-of-business/shared-service processes

Custom apps leverage the foundation of all ServiceNow service management and automation applications

‒ Applications are all enabled by the same underlying platform

Modern Web 2.0 technology

‒ with social, mobile, upgrades, and integrations all built in

“ServiceNow is a robust platform for deploying processes and managing workflow, regardless of the business unit. We quickly learned the whole platform is a process automation tool. It was a lesson in thinking big, probably too big. We were aggressive and bold, but again this was a great opportunity to introduce automation that didn’t require a build-out of databases or servers.”

Gustav Hoyer, Sony Pictures Entertainment IT director © FUJITSU LIMITED 2014

But why use ServiceNow for on demand business apps?

You have the tools now ‒ The ServiceNow Service Automation Platform

You have the skills now

‒ No “code geeks” required – your people already know JavaScript

It’s a proven solution now ‒ It’s improving ITSM and delivering business value every day

‒ In the marketplace: >60% of ServiceNow customers are already running custom applications on it

It’s not “old school,” it’s “new school” – or “now” school ‒ It’s a native, cloud-based, integrated, robust, and secure platform

‒ It enables your clients to deliver custom business apps effectively, now


Because the ServiceNow Platform provides:


Consolidation to a single system of record

a Consumer-like self-service experience

Extend IT’s value with custom business apps

…and evolve ITSM and transform IT and the business!

On Demand Some thoughts on Performance; Security and Availability

Enterprise

Department

Consumer Entertainment Shopping Communications

Sales Finance Human Resources

Enterprise IT Infrastructure Developers

Not All Clouds Are Created Equal


SIZE & SCALE SECURITY & COMPLIANCE NOW ON NOW AVAILABILITY

Customer Transactions per Month

3,440,000,000 327,798*

1,629,559

Avg Monthly Transactions per Customer

*Salesforce.com avg transaction volume derived from http://trust.salesforce.com/trust/status/ Dec 2, 2012 to Dec 31, 2012 divided by 100,000 customers


ServiceNow Operations By The Numbers

5 Engineering Centers

12 Datacenters 2014


Nightly Build Security Testing WhiteHat

Static Code Analysis Sonarqube

Code Reviews and Training Peer and Team

Product Features Field Level Encryption, Encoded Storage

3rd Party Penetration Testing Hailstorm

3rd Party Code Inspection Isec Partners

Security Event Monitoring Splunk

Vulnerability Scanning Qualys

Perimeter Countermeasures

ISO 27001

FISMA

SSAE16

Independent Customer Audits

ServiceNow – Security Constantly Challenged and Tested

Operations 3rd Party Audits

Release Development

Defense In Depth Security Architecture


ServiceNow – Defining New Availability Standards

Average Uptime Percentage 99.99% Not Published Not Published 99.96%

Calculated Monthly Downtime 4 minutes Not Published Not Published 18 minutes

Recovery Time Objective (RTO)

2 hours 12 hours 12 hours Not Published

Recovery Point Objective (RPO)

1 hour 4 hours 1 hour Not Published


Some Reference Cases

Custom Applications

Cloning

Provisioning

Event Monitoring

High Availability

Org Chart

Partner Mgt

Resource Sched

Product Price List

Sales Projection

Deal Mgt Purchase Req Project

Configuration Evaluator

StartNow

Training Registration

Version Entitlements

Escalation Management

Mass Incidents Mktg Requests

Conference Mgt

Mktg Assets

Speaker Mgt

Packaged Applications

Orchestration

CMDB

Asset

Catalog

IT Cost

Project

Discovery

Release

Change

Problem

Incident

Managed Documents

CMDB

Asset

Catalog

IT Cost

Discovery

Orchestration

Release

Change

IT GRC

Project

Incident

Problem

Knowledge Knowledge

SLA

Problem

Change

Incident

Knowledge

Project

Release

SDLC

Enhancement Requests

Test Suite

Problem

on

IT HR Sales Finance Engineering Customer Support Cloud Infra Services Compliance & Security Marketing


CERN: an “enterprise city” running on ServiceNow!


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


Thank you for listening

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