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Customizing ServiceNow
for Customer Care PAUL PEARCESM product specialist
Orange Business Services
SEBASTIEN RIVORYSM Consultant
Orange Business Services
agenda
why did Orange choose ServiceNow? service management at Orange usual issues in organization when dealing with IT a unique entry point for all a customer’s needs!
• Customized Infrastructure Care (CIC)• ServiceNow integration with Telecom Expense
Management (TEM) return on experience via Telepresence
ServiceNow, the choice of Orange
Orange Business Services selected ServiceNow as their preferred and unique IT Service Management solution partner because they offer:
a completely new IT service management software experience
a powerful & simple enterprise service desk application
Software-as-a-Service (SaaS), completely aligned with the Cloud strategy of Orange
ServiceNow, value for our customers reduces annual IT service management costs consolidates technologies into a single platform revitalizes IT staff, motivates collaboration & drives employee self-enablement
simplifies management & control of suppliers & assets
gains visibility & control of IT operations improves image of IT department
users
IT organization
providerc
providerb
providera
cust
om
er
org
aniz
ati
on
infra team
team 3
team 2
team 1
Orange as consulting & integration partner
tools: ServiceNowconsulting: Organization assessment, process design, service catalog, SLA definition, SM integration
how to setup the tool! Process setup, ISO20K certif.
Orange service management offers for managed services - Service Select FrameworkCIC 2.0, process ,monitoring & reporting using: ServiceNow, Orion Covering: Orange’s portfolio, extendable to customer and partner infrastructure
Orange Service Management
Orange service management
the numbers: more than 1000 employees ITIL
Foundation certified more than 200 Customer Service
Managers certified as ITIL Intermediate
45 consultants ITIL Service Manager V2 and Expert V3 certified
ISO20000 certified
the experience: pragmatic approach based on ITIL
“hands-on” & managed services experience
global partner of ServiceNow we use ServiceNow both internally
and to interface with our customers we already faced the main
issues for setting up service management => lessons learned, we can share our own best practices
$ $ $=
users
infra team
team 3
team 2
team 1
Multiple tools & interfaces, e.g.: incidents recording
- PC incident reporting- users unable to connect to SAP system…
ordering
- PC ordering
- New service what tool should I choose? Several countries hot lines …Correlation issue, e.g.: users report mail issue due to WAN maintenance no global vision on the elements of a service …
etc
single tool/interface
easy correlation
friendly interface
best practices aligned (ITIL)
knowledge base
etc
$ =
results: improve services provided to end users by customer IT organization while reducing costs and bringing consistency
managing complexity, improving user experience
IT organization / provider
CIC “a single pane of glass”
customerowned/managed
securityserver
third partyowned/managed
LANshaper
Orangeowned/managed
CPE network
customerowned/managed
securityserver
customerowned/managed
securityserver
third partyowned/managed
LANshaper
third partyowned/managed
LANshaper
Orangeowned/managed
CPE network
Orangeowned/managed
CPE networklet Orange Business Services focus on the complexitywhile you focus on your core business
advanced level of service management
any device, anywhere
a solution composed of people, processes and tools
flexible, customizable
offer and platform
Welcome to a live demonstration to Orange’s IT Service Management Platform for customized infrastructure care, or CIC2.0
To login, select a role from the below list and enter the corresponding user name and password into the login fields.
Orange Service Management information Contact someone about CIC2.0
CIC demo
https://orangecic.service-now.com
Mobile service
providers
Network service
providers
Communicationanalysts
End users
Technician
Management
different tools and different budgets, knowledge spread across several solutions…
financial management for telecom expenses
no single entry point
no centralized & standardized view
no cost details awareness
disputemanageme
nt
disputemanageme
nt
cost allocation
cost allocation
asset manageme
nt
asset manageme
nt
invoicereconciliatio
n
invoicereconciliatio
nsourcingsourcing
Telecom knowledge base
Telecom Expense Management solutionMobile service
providers
Network service
providers
easy control & visibility
better contract
mgmt
business alignmen
t
cost reductio
n &user
satisfaction
ServiceNow as the entry pointCommunication
analysts
End users
Technician
Management
ServiceNow – TEM demo
return on experience
Telepresence with
Alain Buffat – Orange Account Director for ST Microelectronics
Thank You
Please complete the survey form that was left on your chair, and return it to the proctor as you leave
Service Management ConsultantSEBASTIEN RIVORY
Orange Business [email protected]
Service Management Product SpecialistPAUL PEARCE
Orange Business [email protected]
thank youMerci
French
DankeGerman
GrazieItalian
GraciasSpanish
Obrigado
Portuguese
Russian
СпасибоTraditional Chinese謝謝
Thai
ขอบคุ�ณ
Korean
감사합니다Japanese
ありがとうございましたArabic
شكرا
Tamil
நன்றி�
Simplified Chinese
多谢
Hindi
धन्यवा�द
Service Management ConsultantSEBASTIEN RIVORY
Orange Business [email protected]
Service Management Product SpecialistPAUL PEARCE
Orange Business [email protected]
