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Confidential© 2013 ServiceNow All Rights Reserved 1
David Pickering – Director Solution Consulting APJ
ServiceNow
• NYSE: NOW
• 1900+ employees
• FY13 Revenue ~$500M
• 2000+ enterprise customers
The Enterprise IT Cloud Company
Confidential
• Worldwide HQ in San Diego, CA
with major sites in Silicon Valley,
Seattle, Amsterdam, Australia, Singapore,
Hong Kong and Japan
• Global datacenter operations in
North America, Europe and Asia-Pacific 2007 2008 2009 2010 2011 2012ServiceNow Annual Revenue
2© 2013 ServiceNow All Rights Reserved
it is not possible to SOLVE
today’s challengesYESTERDAY’S
TECHNOLOGY
with
“
”
The new world requires a new approach
Confidential
YESTERDAY’STECHNOLOGY
with
- Fred Luddy
Chief Product Officer, ServiceNow
”
3© 2013 ServiceNow All Rights Reserved
IT Help Desk
Replace and consolidate legacy help desk systems
Confidential© 2013 ServiceNow All Rights Reserved 4
# of IT Users
IT Service Management
Request
Problem
Incident
Change
CMDB
Discovery
Knowledge
Globalize and standardize IT service relationships
Confidential© 2013 ServiceNow All Rights Reserved 5
# of IT Users
Service RelationshipManagement
ERP/IT
IT Service
IT Service Management
Confidential
Inside and Outside the EnterpriseInformation Technology
IT ServiceManagement
IT Operations
HelpDesk
Help Desk
INFORMATION TECHNOLOGY
IT: The ‘New Manufacturing’
SALES SERVICES CUSTOMERSUPPORT
MARKETING
Confidential
LEGALFINANCE FACILITIESHUMANRESOURCES
Managing Service Relationships - IT
Procurement
HR
FinanceSales
Request: Service
New hire workflow
engaged to provision
laptop, phone, access
Procurement
HR
FinanceSales
Request: Service
Need recommendation
for vendor management
application
Request: Help
Incident auto-created:
Online CRM system
performance degraded
ConfidentialConfidential© 2013 ServiceNow All Rights Reserved 8
IT
Operations
Facilities
Legal
Services
Marketing
Request: Service
Auto-provision 25 VMs
for new education lab
IT
Operations
Facilities
Legal
Services
MarketingIT
Request: Info
How do I access email
on new mobile phone?
Managing Service Relationships - HR
Procurement
HR
FinanceSales
Request: Help
Need hiring forecast by
geography
Request: Service
ConfidentialConfidential
IT
© 2013 ServiceNow All Rights Reserved 9
Operations
Facilities
Legal
Services
MarketingRequest: Info
Need information about
latest benefits package
Request: Service
Process new contractor
resource request
HR
RequesterSERVICE CATALOG
SEARCH KNOWLEDGE
SERVICE
CATALOG
SEARCH
Provider
Executives
SERVICE RECORD
SERVICE-ORIENTED
WORKFLOW
Service Relationship
Management
APPROVALS &
NOTIFICATIONS
BUSINESS
DASHBOARDS
REPORTING
& ANALYTICS
Confidential
SEARCH KNOWLEDGE
COLLABORATE
SEARCH
KNOWLEDGE
COLLABORATE
SERVICE RECORD
> HELP
> ORDER
> CHANGE
> INFO
ASSIGN &
TRACK WORK
UPDATE
SERVICE
STATUS
KPI
DASHBOARDS
Executives
Requester ProviderBUSINESS
MANAGEMENT
PROCESS
AUTOMATION
RECORD
KEEPING
SERVICE
EXPERIENCE
Four Pillars of Service Relationship
Management
Confidential
MANAGEMENTAUTOMATIONKEEPINGEXPERIENCE
Service Relationship Management
Service Automation Platform
Operations
Procurement
Legal
Finance
Facilities
MarketingSales Services
Confidential
Information Technology
Service Providers Human Resources
Service Relationship Management
CMO
CRMCustomers
ERPSuppliers
CFO
Internal External
SRM
CIO
Procurement
HR
FinanceSales
Confidential© 2013 ServiceNow All Rights Reserved 13
Internal ExternalIT
Operations
Facilities
Legal
Services
Marketing
How We Used To Work
Confidential
What We’ve Been Doing
Emails Spreadsheets Phone Calls
Confidential
How we are going to work
CLOUD MOBILE LIGHTSPEEDGLOBAL
Confidential
ServiceNow – Service Automation Platform
Service Providers Line-of-Business
CMDB ChangeProblemRelease Incident Service CatalogPass Reset Work HR CaseAsset
SERVICE MANAGEMENT
Project & PortfolioCostVendor
Performance
Governance Analytics
BUSINESS MANAGEMENT
ENTERPRISE SERVICE MODEL
Confidential
MobileMobile
Resource
Mgt
Resource
Mgt
SecuritySecurity
Patch
Mgt
Patch
Mgt
Discover
y
Discover
y
IT CostIT Cost
AssetAsset
Event
Mgt
Event
Mgt
Collaboratio
n
Collaboratio
n
PlanningPlanningGovernanceGovernance
VendorVendor
SupportSupport
ReportingReporting
DeployDeploy
SDLCSDLC
CMDBCMDBBusiness
intelligence
Business
intelligence
BackupBackup
Server
Monitorin
g
Server
Monitorin
g
Network
Monitorin
g
Network
Monitorin
g
Applicatio
n
Monitorin
g
Applicatio
n
Monitorin
gAuthenticat
ion
Authenticat
ion
CMDB ChangeProblemRelease Incident Service CatalogPass Reset Work HR CaseAsset
OPERATIONS MANAGEMENT
Config
AutomationOrchestrationDiscovery Cloud
Provisioning
APPLICATION DEVELOPMENT
SDLC Custom Apps ‘Citizen’
Creators
Professional
Creators
ProcurementProcurementProcurement HR
Finance
Operations
Facilities Services
Sales
IT
Service Relationship Management – the future IT
Consolidate
Consumerize Intuitive, approachable
service experience for all users
Automate
Confidential
Legal Marketing
ConsolidateMove service systems to a
single system of record
StandardizeGlobalize service relationships
AutomateLights out, zero-touch
service automationIT
© 2013 ServiceNow All Rights Reserved 18
Why Now?
Easier, Faster & Cheaper Outsourcing
Confidential© 2013 ServiceNow All Rights Reserved
Compliance Mobile
19
In good company
Financial Services Consumer IT Services Healthcare Technology
Confidential 20© 2013 ServiceNow All Rights Reserved
ServiceNow Portfolio
Resource
SDLCRelease
Incident
Problem
Change
OperationalApplications
Work
ManagementApplications
Password ResetConfig / CMDB
Service Catalog HR Service
Automation
IT CostIT GRCProject Portfolio Performance Analytics Vendor PerformanceVendor Performance
Confidential
PlatformSingle architecture and single data model - Social IT � Reporting � Survey Management � Content Management System �Knowledge Management & Managed Documents � Service Level Management � Graphical Workflow � App Creator � Team Development � Mobile – tablet & phone
InfrastructureApplications
Asset Cloud ProvisioningDiscovery Orchestration Config. AutomationConfig. Automation
Service AutomationPlatform
Confidential© 2013 ServiceNow All Rights Reserved
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