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© 2014 ServiceNow All Rights Reserved 1
© 2014 ServiceNow All Rights Reserved 2
Defining and EmpoweringThe Service-Oriented Enterprise
Pierre Aeschlimann | partner development manager emeaservicenow | Transform ITmobile: +41 79 816 61 37mail: [email protected]
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Service Quality
GOOD
BAD UGLY
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Service Innovations: Retail
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Service Innovations: Personal Banking
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Back to IT…
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The Future of Enterprise IT
ITCloud Line-of-Business
Infrastructure Applications?
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LEGAL
The Backbone of the Modern Enterprise
FINANCEHUMAN
RESOURCES
INFORMATION
TECHNOLOGY
CUSTOMER
SUPPORTMARKETING FACILITIES
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The Service Model Defined
REQUESTER PROVIDER
Five pillars of enterprise service management
ServiceExperience
ServiceAnalytics
ServiceDelivery
ServiceAssurance
ServiceTaxonomy
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ServiceExperience
ServiceAnalytics
ServiceDelivery
ServiceAssurance
ServiceTaxonomy
Service Taxonomy: Defining and Classifying Services
REQUESTER PROVIDER
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service taxonomy [sur-vis tak-son-uh-mee]
noun
Description, identification, naming, and classificationof standardized service offerings
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ServiceExperience
ServiceAnalytics
ServiceDelivery
ServiceAssurance
ServiceTaxonomy
Service Experience: Where Taxonomy Meets Systems
REQUESTER PROVIDER
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Chat
Search
Catalog
Knowledge
Collaboration
Request
Familiarity
A complete service experience…
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… also on mobile devices
Nothing to install on Device or Solution, No additional configuration, Nothing to purchase… Easy & straight forward mobile experience for Service Requestor and Service Provider
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ServiceExperience
ServiceAnalytics
ServiceDelivery
ServiceAssurance
ServiceTaxonomy
Service Delivery: From Workflow to Orchestration
REQUESTER PROVIDER
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From simple“people to people”workflow automation…
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… to complex “people to machine” or “machine to machine” orchestration
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Automated Service Delivery
a unified ecosystem that drives automated, governed service delivery and configuration changes of physical, virtual or cloud assets
Data Center
Public Cloud
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ServiceExperience
ServiceAnalytics
ServiceDelivery
ServiceAssurance
ServiceTaxonomy
Service Assurance: The Fusion of Service and Systems Management
REQUESTER PROVIDER
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Event Management
Automatically create actionable incidents from infrastructure events generated by existing monitoring tools
3rd Party Monitoring Tools Gather and Send
Events to ServiceNow
ActionableIncidents
Infrastructure
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ServiceExperience
ServiceAnalytics
ServiceDelivery
ServiceAssurance
ServiceTaxonomy
Service Analytics: From Data to Information
REQUESTER PROVIDER
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Interactive visualizations of any logical data relationship
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Interactive visualizations of any logical data relationship
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Interactive visualizations of any logical data relationship
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Interactive visualizations of any logical data relationship
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Consolidate strategic requests from the business and automate the investment decision process
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REQUESTER PROVIDERService
ExperienceService
AnalyticsService
DeliveryService
AssuranceService
Taxonomy
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Managing Service Inside and Outside the Enterprise
CUSTOMER
SUPPORT
MARKETING FACILITIES
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Managing Service Inside and Outside the Enterprise
CUSTOMER
SUPPORT
MARKETING FACILITIES
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Managing Service Inside and Outside the Enterprise
CUSTOMER
SUPPORT
MARKETING FACILITIES
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Vision – July 2004
“”Fred Luddy
ServiceNow Founder & Chief Product Officer
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Creators of Tomorrow…
HR Recruiter
Secretary
Facilities Manager
Marketing Operations
Legal Counsel
Finance Manager Training Manager
Service Manager Support Manager
Contract Manager
Procurement Manager
Sales Operations
Supply Chain Manager
Program ManagerProject Manager
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Life Career Work
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