10 Itsm PDF

IT Service Mmgt
Confidential
2016 ServiceNow All Rights Reserved
Challenges Facing IT Service Delivery Teams

Outdated
Legacy Tools
At one point we were using three

different stop-gap products. They
were too expensive to maintain
and added very little value!
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Declining
Customer
Satisfaction
Poor Time to
Resolution
Our manual processes are errorprone and extremely inefficient.

Its taking way too long to resolve
incidents and deliver services!
Staff is losing confidence in IT and

beginning to find work-arounds
such as shadow IT to get their
work done.
The ServiceNow Difference

Best in Class ITSM
Low Total Cost of Ownership
100% Enterprise Cloud
Commitment to Customers
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Best in Class ITSM
CONSOLIDATE
Reduce redundant tools & consolidate

into a single system of record
Minimize upgrade complexity
Improve team agility & responsiveness
Enable IT to run at the speed of the
business
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Best in Class ITSM

Change Approval Workflow
Improve
Agent
Productivity
Automate manual repetitive tasks

Achieve zero-touch service delivery
Capture process knowledge
Reduce manual-entry errors
OOB integration with configuration
automation tools
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Best in Class ITSM

Shift
Left
Empower employees with single,

efficient consumer portal
Deflect service delivery costs by 50%
and more
Improve customer engagement with
portal branding and social Q&A
Optimized for mobile devices
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ITSM Analyst Recognition
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Low Total Cost of Ownership

Quick Go-Live
Easy Upgrade
Low OpEx
35 days
on average
90% on most
recent 2 releases
1 admin
per 1250
ITIL users
Powerful
Applications
Rich Content
Vibrant
Community
100+
700+
apps marketplace
fully certified
integrations,
templates, utilities
48,000+
active users
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Enterprise Cloud ITSM Leader

ITSM Software Market Share
ServiceNow
Only ServiceNow is
Rest of Market
100%
Cloud
BMC
Cherwell
CA
HP
Source: IDC 2015
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100% Enterprise Cloud
Average Uptime %
99.995%
99.90%
99.98%
99.98%
Quarterly Planned
Maintenance
6 hours
12 hours
68 hours
Total
Availability %
99.72%
97.82%
96.86%
Recovery Time
Objective (RTO)
2 hours
12 hours
US: 2 hours
EMEA: 4 hours
Global Data Centers
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Total: 16
Paired: 8
Total: 4
Paired: 2
10
30% of the Global 2000 Trust ServiceNow
48%
33%
11%
332 of 694
193 of 582
83 of 724
600+
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11
+25
per
Quarter
Customer Satisfaction Drives Everything We Do

Net Promoter Score
97%
2 out of 3
9.1 out of 10
11 million
Customer Renewal Rate
Regularly Recommend
ServiceNow to Others
Average Technical Support Score
Active ITSM Users
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Go-Live Cake Celebrations
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Use Case Overview

Target Persona
IT Service
Management
Consolidation
Automation
Top Pain
VP IT Operations
VP IT Services
Customer
dissatisfaction and
questioning of the
value IT provides
Transform IT by
demonstration
operational excellence
and lower costs
VP IT Operations
VP IT Services
Redundant legacy
systems
Deploy from a single

cloud platform with
standardized processes
Manual processes
Drive consistency and fast

service delivery with
configurable and
automated workflows
Complex user
experience
Empower users with

service catalog and selfhelp portal through
consumer-like experience
VP IT Operations
VP IT Services
Self-Service
VP IT Operations
VP IT Services
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Our Value
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Ideal Customer Profile

Customers with highest propensity to buy
Have 1000s of employees, mature processes, and complex and
distributed environments
Interested in complete transformation of their service management
practices (IT and Shared Services)
Compelling events
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Global consolidation of service desk solutions

Service delivery transformation initiatives
Upgrades to existing ITSM and manual systems
Negotiating ITSM renewal
Transitioning to cloud solutions
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ROI Strategy
Fastest paths to increase ROI
Self-Service
Automation
91%
6%
TCO
SW, 4%
Occupancy, 3%
HW and Other,
2%
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IT OPERATIONS
Metrics and Benefits

Helping You to Position
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Benefits of ITSM
Increased Productivity
Reduce Operations Costs
Standardized ITSM request process
Access ITSM portal 24*7
Governed and Automated routing
Knowledge Base reduces interactive requests
Faster response
Call avoidance through self-service
Improved Mgmt. of ITSM Services
Better Service Experience
Resource utilization
Minutes not weeks
Request type trending
Clear experience from end-user and admins
Service performance metrics
Compliance, Clarity, Culture and Connection
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Success metrics
see slide notes for details and quantitative examples
Operations Management
Service Management
Business Management
Mean Time To Repair (MTTR)
Avg. cost per incident, change, request,
Projects completed on time and in budget
Time to provision services
% call avoidance through self service
% Lights-On expense vs Discretionary Transformation

expense
% of processes automated
% of incidents reported by User vs IT-Ops
% project aligned to business goals
Staff productivity ratio
# of emergency changes due to non-compliance
Staffing distribution and cost (in-house, contractor, offshore)
% of routine tasks requiring highly skilled staffing
Call and App avoidance through ESM approach
% high value vs low value projects
Avg. staff to determine root cause and execute remediation
Audit Cycle time and cost
Hardware/Software expenses ratio
# of process compliance exceptions
# and % of major incidents
% IT staff vs total employees
% of services meeting SLAs
First call resolution rate
Vendor distribution
First call resolution rate
# of incidents/requests handled per rep.
Change success rate
Cost of license audits

Asset TCO over time
Adherence to licence compliance
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Our Competitive Differentiation

ServiceNow Brand and ITSM Leadership
Built on ServiceNow enterprise cloud architecture

AHA, Scale and Secure
Leverage by many of the largest organizations in the world
Rapid codeless deployment

Configure and go application experience
Provide a single system of engagement
Growth Path without rip and replace

Easy conversion to enterprise offering without downtime or retraining
Same core platform and datacenter
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Backup
Use Case Enablement Kits
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Consolidation:
Why IT Consolidation?
To eliminate multiple redundant service management tools

To reduce the number of applications used by the business that require specialized resources
To overcome incompatibilities among multiple management tool versions
To reduce or eliminate hardware, software licensing and maintenance costs
To improve the efficiency & effectiveness of service delivery to internal users, customers and partners
Why IT Consolidation Now?
To make your IT team more agile, efficient, and responsive

To staunch the flow of money out of your business for expensive hardware, licensing, and maintenance
To improve the business value to & positive perception of your IT organization across your enterprise
To reduce/eliminate user & support challenges caused by reliance upon disparate or incompatible tools
Why IT Consolidation with ServiceNow?
A single, simple, secure, and proven cloud-based platform

Hundreds of integrations with third-party applications and data sources supported
A vast ecosystem of knowledge, partners, and users to draw upon for experience, info & inspiration
A firm foundation for ITSM consolidation and for new shared business and IT services

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23
Start a Conversation
Questions to Ask
CIO
How is IT perceived across the enterprise?
Pains to Listen For
Our Value
How
Our Solutions
Want to raise perception of IT

and systems in terms of quality
and maturity
ServiceNow helps you transition

from perception of support
organization to business partner
ServiceNow Service Management provides

automation capabilities built on a single platform
with modern drag/drop workflow design. It offers a
single system that contains all requests for IT for
routing, making it easier to deliver better service and
not lose requests to manual processes or gaps
between silos.
ServiceNow Service Management
Notes for CIO:
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Questions to Ask
Pains to Listen For
Our Value
How
Our Solutions
VP IT Operations/VP IT Services
How many service management solutions are
being used across IT?
Redundant legacy systems
Deploy from a single cloud

platform with standardized
processes
Same as above plus
How do you manage your ITSM tools upgrades

today including version control and timing?
We are many releases back

We need to coordinate the
upgrade with many vendors
We lose our customizations
during an upgrade
An upgrade can take many
months to prepare for
ServiceNow manages the upgrade

process automatically while
preserving all customizations
during the upgrade process
allowing IT to immediately
benefit from new features and
maximize their investment
The single architecture and cloud delivery model

allow ServiceNow to manage the upgrade process
for the customer. Customizations are layered on top
of the release to ensure they are preserved without
the need to re-implement.
What other business applications do you use in

your organization that are outside the control of
IT?
Facilities and HR are using a

separate ticketing solution
We developed some custom
applications for our business
SharePoint docs are used for
request forms across the
business
ServiceNow can consolidate

applications beyond IT including
line of business applications and
custom applications onto a single
system of record reducing the
number of specialized resources
required while significantly
lowering the support and
maintenance costs
Notes VP IT Ops or VP IT Services:
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Questions to Ask
Pains to Listen For
Our Value
How
Our Solutions
Director/Manager IT Operations/ IT Services

How many tools make up your IT support
process?
Manual processes, redundant

systems, and disparate tools
ServiceNow provides a unified

ITSM solution that eliminates
redundant applications and
manual work through
consolidation and automation
Same as above plus
Spending too much time

managing architecture
Multiple servers across
different products
Products dont support same
OS/DB/Browser/etc..
Full-time staff to manage
backend system
ServiceNow removes the burden

of managing backend servers and
systems that help support the
ITSM solution through a SaaS
architecture. This allows the DBA
and systems experts to only focus
on those environments unique to
the business operation.
The ServiceNow single architecture and SaaS delivery

model fully manages the SaaS infrastructure that
delivers the solution including the underlying
hardware, operating system and database. It also
secures, backs up and ensures optimum
performance over the internet.
How much time/effort do you spend maintaining

your current ITSM tool(s) and system(s)?
Notes for Director/Manager IT Ops/Services:
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Self Service:
Why Service Catalog?
To transform the IT experience to a customer service experience

To culturally align the organization to the strength and innovation of the IT department
To create transparency for the financial management of the IT organization
To inspire a service centered organization from the customer POV inward
Why Now?
Service Catalog is one of the fastest ways to transform your ITSM platform investment into a perceived value to the organization
Service-oriented thinking is the foundation for every other process an organization will create
Service level agreements are dependent on service mapping
To align your infrastructure out to the customer, making your CMDB more than just an asset repository
Why Service Catalog with ServiceNow?
A single, simple, secure, and proven cloud-based platform

Hundreds of integrations with third-party applications and data sources supported
CMS Support for service catalogs that look as amazing as they are powerful
Orchestration to take requests and make them actionable within seconds

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Questions to Ask
Pains to Listen For
Our Value
How
Our Solutions
IT Service Catalog
Everything is manual
All requests are via
email/phone/drop-in
Too many request systems
Systems cannot handle needs
Hard to coordinate
Provide an Amazon-like
storefront, underpinned by
workflow automation, for
employees to request IT-provided
services and check progress.
ServiceNow Service Catalog is a consumer-like

storefront for users to order items and request
services. Users browse for items, see prices and see
progress. IT gets a modern, consumerized portal to
improve the service experience and automation to
speed and streamline delivery.
Email-based, not formalized

Silos of systems make
coordination hard
Single system of record, catalog

and automated workflow enable
seamless, streamlined and
structured coordination of service
delivery across departments.
Service Catalog workflow can be extended across

"use cases" that require different departments, like
facilities and HR, to fulfill the service. This enables
automation of service delivery and approvals across
departments, streamlining many processes like
employee on-boarding, office-moves and more
Where do employees request IT services? Is it

self-service?
How do employees request hardware and
software from IT?
By what method do employees check the status
of their requests?
Service Catalog, Demand Management,

knowledge management,
services/workshop to define catalog and
services
Service Catalog and Request Best Practice
Process Workshop; QuickStart for Service
Catalog or QuickStart for Incident, Problem,
Change, CMDB + Service Catalog
Notes for IT Service Catalog:
Cross-Departmental Requests
How do you on-board a new employee? Is it
efficient and a good experience for the new hire?
How does HR engage with IT or Facilities in this
process?
How do you coordinate office moves and
transfers (cross-departmental)?
Notes for Cross-Departmental Requests:
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Same as above
Questions to Ask
Pains to Listen For
Our Value
How
Our Solutions
Enable IT to Market Their Services
Provide an intuitive, modern Amazonlike storefront to showcase all

approved IT services and offerings.
Service Catalog provides a central storefront for IT

to market the services and applications it provides
to the business. Many times, departments will buy
their own apps because they do not know IT already
has a solution.
Same as above, plus Knowledge Management

Best Practice Process Workshop, Tailored
Engagement
ServiceNow allows a customer's

service catalog to have a customized
look and feel, an internal brand that
can be as strong as their external
brand.
ServiceNow allows a customer's service catalog to

have a customized look and feel, an internal brand
that can be as strong as their external brand.
Service Catalog, with CMS (add partners,

integrations, training)
Service Catalog and Request Management
Engagement
How do employees know what

applications and services are offered by
IT?
IT lacks a "face" to the

business (ie, storefront)
No one knows we have apps
and services, so "shadow IT"
happens
Notes for Enabling IT to Market Their Services:
Existing Catalog Is Not Intuitive or Is

Intimidating
How does your existing service portal

compare to consumer websites like
Amazon.com
Not well
Not at all
We have a basic site only
with static lists, no ordering
or checkout
Notes for Existing Catalog Is Not Intuitive or Is Intimidating:
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Questions to Ask
Pains to Listen For
Our Value
How
Our Solutions
Empower IT to Help Shared Services
Customizable catalog and workflow

automation enable IT to transform
service for any corporate service
provider by providing the framework
for presenting offerings and
eliminating manual activities.
Service Catalog provides for multiple catalogs, so

HR, marketing, etc. can each have catalogs to offer
their services. Each catalog provides workflow
capabilities so each group can eliminate their
unstructured, inconsistent, manual activities.
Service Catalog shows request status

on-demand requesters see all
delivery steps, current status and
approvers.
ServiceNow workflow provides insight into delivery

stage, like tracking a package with FedEx. For
example, if the service is waiting for approval, the
catalog can indicate who the approver is.
What kind of requests do you receive to

provide a portal for other departments or
groups?
What challenges do you have when
requesting services from other
departments?
Limited tools
I would like to have selfservice with other
departments
Service Catalog, with CMS (add partners,

integrations, training)
Engagement
Notes for Empowering IT to Help Shared Services:
Delivery Transparency
How do you answer inquires about request

status?
How much time do you spend answering
status inquiries?
By sending emails or placing

phone calls to people who
know the status then
email an answer
It's all ad-hoc and we reply
by phone or email
Notes for Delivery Transparency:
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Service Catalog, workflow and automation

Best Practice Process Workshop, ServiceNow
Orchestration Training Course, Tailored
Engagement
Questions to Ask
Pains to Listen For
Our Value
How
Our Solutions
Chargeback
We don't track costs

It's hard recovering costs
Users request more than
they need because they
don't realize the cost
Track costs on a recurring or one-time

basis that can be communicated back
to requesters as a charge or "show"
back.
Catalog admins can set one-time and recurring

prices for computers, email accounts, phones and
other orders. Costs are logged as expenses and can
be attributed to the user, department or cost center
to generate invoices or to simply "show" the cost.
Service Catalog and IT Cost

Engagement
Provide the same solution

over and over via phone,
emails or "walk-ups" to my
desk
Don't have any self-help or
info in too many places
that's too hard to find
Increase incident resolution rates and

decrease calls through self-help
knowledge base.
ServiceNow knowledge management captures,

reuses and makes accessible all resolutions and fixes
to commonly asked questions and frees your service
desk agents to focus their time on the most
challenging, high visibility projects.
Knowledge management
QuickStart for Service Catalog or Incident,
Problem, Change, CMDB + Service Catalog
Knowledge Management Best Practice Process
Workshop, Tailored Engagement
How does IT track/communicate costs of

hardware, software and services
delivered?
Is IT being asked to move from a cost
center model to a service provider? If
so, what challenges are you facing?
Notes for Chargeback:
Incident Deflection/Knowledge
Management
How do you answer simple IT questions

from employees?
What are your self-help capabilities for
answering common questions? What
percentage of calls would be better
addressed with self-help?
Notes for Incident Deflection/Knowledge Management:
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Automation:
Why IT Automation?
Automate, capture and standardize defined processes

Ensure consistent service delivery
Reduce risk of human error
Empower first line support to perform routine & complex tasks
Why IT Automation Now?
Save money
Reduce risk
Capture knowledge
Speed process
Why IT Automation with ServiceNow?

Library of pre-defined process packs
Point-and-click design tools to create powerful workflows
Process integration with the entire platform
Service catalog integration to automate request and delivery

Automatic documentation and audit history
Dedicated applications for password reset and configuration management

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Questions to Ask
CIO
How is IT perceived across the enterprise?
How difficult is it for you to control the

operational costs required to run and maintain IT
Operations?
Pains to Listen For
Our Value
How
Our Solutions
Want to raise perception of IT

and systems in terms of quality
and maturity
ServiceNow helps you transition

IT from being a support
organization to business partner
ServiceNow Service Management Suite
Dont know true cost of running

IT operations but need more
resources
ServiceNow automates the day to

day manual tasks required to
deliver IT services enabling IT
staff to be more efficient and cost
effective.
ServiceNow Service Management provides

automation capabilities built on a single platform
with modern drag/drop workflow design. It offers a
single system that contains all requests for IT for
routing, making it easier to deliver better service and
not lose requests to manual processes or gaps
between silos. The in-platform performance
analytics identifies leading indicators for
insufficiencies and help build roadmap for highreturn automation
Notes for CIO:
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(Performance Analytics optional value add)
Questions to Ask
Pains to Listen For
Our Value
How
Our Solutions
VP IT Operations/VP IT Services
How quickly are you able to deliver IT services?
Manual processes
Drive consistency and fast service

delivery with configurable and
automated workflows
Same as above
ServiceNow Service Management Suite

How many service management solutions are
being used across IT?
Customer dissatisfaction and

questioning of the value IT
provides
How do you manage service requests today?
IT is perceived as slow and out of

date with no visibility into
processes, workflow, and
resources
Transform IT by demonstration
operational excellence and lower
costs
Performance analytics helps pave
the way to automation leveraging
leading indicators on areas with
highest cost and productivity
impacts
Notes for VP IT Operations/ VP IT Services:
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Questions to Ask
Pains to Listen For
Our Value
How
Our Solutions
Director/Manager IT Operations/ IT Services

How many tools make up your IT support
process?
Manual processes, redundant

systems, and disparate tools
ServiceNow provides a unified

ITSM solution that eliminates
redundant applications and
manual work through
consolidation and automation
Same as above
How you manage incidents through resolution in

a timely manner?
What processes would you need to automate
first?
Tickets are left open for weeks

and months
Its difficult to diagnose root
cause
I need to send my best IT staff
to diagnose issues
I want to start automating but
dont know what are the best
candidates for automation
Through automation, you can

leverage and coordinate the
functionality of existing
monitoring tools and scripts to
diagnose, triage, and collect
information on issues.
Notes for Dir/Mgr IT Operations/IT Services:
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IT Service Mmgt

2016 ServiceNow All Rights Reserved

Challenges Facing IT Service Delivery Teams

At one point we were using three

2016 ServiceNow All Rights Reserved

Our manual processes are errorprone and extremely inefficient.

Staff is losing confidence in IT and

The ServiceNow Difference

Low Total Cost of Ownership

100% Enterprise Cloud

2016 ServiceNow All Rights Reserved

Best in Class ITSM

Reduce redundant tools & consolidate

2016 ServiceNow All Rights Reserved

Best in Class ITSM

Automate manual repetitive tasks

2016 ServiceNow All Rights Reserved

Best in Class ITSM

Empower employees with single,

2016 ServiceNow All Rights Reserved

ITSM Analyst Recognition

2016 ServiceNow All Rights Reserved

Low Total Cost of Ownership

2016 ServiceNow All Rights Reserved

Enterprise Cloud ITSM Leader

2016 ServiceNow All Rights Reserved

100% Enterprise Cloud

Global Data Centers

2016 ServiceNow All Rights Reserved

30% of the Global 2000 Trust ServiceNow

2016 ServiceNow All Rights Reserved

Customer Satisfaction Drives Everything We Do

Customer Renewal Rate

Average Technical Support Score

Active ITSM Users

2016 ServiceNow All Rights Reserved

Go-Live Cake Celebrations

2016 ServiceNow All Rights Reserved

2016 ServiceNow All Rights Reserved

Use Case Overview

Deploy from a single

Drive consistency and fast

Empower users with

2016 ServiceNow All Rights Reserved

Ideal Customer Profile

Global consolidation of service desk solutions

2016 ServiceNow All Rights Reserved

2016 ServiceNow All Rights Reserved

Metrics and Benefits

2016 ServiceNow All Rights Reserved

Reduce Operations Costs

Standardized ITSM request process

Access ITSM portal 24*7

Governed and Automated routing

Knowledge Base reduces interactive requests

Call avoidance through self-service

Improved Mgmt. of ITSM Services

Better Service Experience

Minutes not weeks

Request type trending

Clear experience from end-user and admins

Service performance metrics

Compliance, Clarity, Culture and Connection