Modernise IT Operations and Service Management...COMPANY: ServiceNow Australia/New Zealand EXPERIENCE: 31 years in Enterprise IT Operations –architecting, deploying, supporting &

© 2017 ServiceNow All Rights Reserved© 2017 ServiceNow All Rights Reserved

Simon White

Solution Architect, IT Operations Management Practice, Australia/New Zealand

Modernise IT Operations and Service Management

© 2017 ServiceNow All Rights Reserved

Speaker Introduction

NAME: Simon White

TITLE: Solution Architect, IT Operations Management Practice

FUNCTION: Transforming customer’s ITSM and ITOps Processes

COMPANY: ServiceNow Australia/New Zealand

EXPERIENCE: 31 years in Enterprise IT Operations – architecting, deploying, supporting & training client solutions

EXPERTISE: Event management, CMDB, Discovery, Service Mapping, Mainframe, Middleware, Enterprise Integration

CURRENT PROJECTS: ITSM & ITOPS process transformation for Government, Banking, Education, Health & Retail clients


IT on the ServiceNow Nonstop Cloud

NONSTOP CLOUD

User Experience

195%AVERAGE ROI

$4.1MINFRASTRUCTURE

COST SAVED

Source: Forrester, ”The Total Economic Impact™ Of ServiceNow”A commissioned study conducted by Forrester Consulting on behalf of ServiceNow April 2017

Incident, Problem, Change Management

Discovery, Service Mapping, Event Management,

Orchestration

Knowledge, Dashboards & Benchmarks

System of Action



Today’s IT Service Delivery Challenges

COST OFSERVICES

END USEREXPERIENCE

SERVICE AVAILABILITY

HYPER GROWTH OF DEVICES &

DATA


The Internet of Things

• Visibility – for Asset, Change, Incident and Problem

• Service Dependency Modelling

• Event and Impact Management

• Catalog/Request


Bringing Business Service context to ITSM and ITOM processesStandard Discovery Business Service Context


Service Mapping: Shining a business lens over IT

Standard DiscoveryInfrastructure Submit Cart


Service Mapping: Shining a business lens over IT

Standard DiscoveryInfrastructure Submit Cart

Service Map


Minimise Change Risk and Expedite Process

REDUCTION

25%HIGH PRIORITY AND

CRITICAL INCIDENTS

Change

Service

Aware

Changes Efficient

CAB

Agenda


Closure Notification

Manual Recovery

Impacted Users

!

!

!

!

!

Technician

!

!

!

Incident Triage

!

!

Incident Email

Does this process look familiar?Incident


Automated Routing

Impact Analysis

Escalation Resolve & Notify Mobile Notification

Cross Functional Collaboration

ITSM + ITOps - Streamlined Processing

Identify Service issues and generate

Incident

AUTOMATION COLLABORATION ANALYTICSSINGLE SYSTEMOF RECORD

MobilityMONITOR


Proactively Identify Business Service Issues

REDUCE INBOUND

EVENTS UPWARDS

99%IMPROVE

PRIORITISATION

Instantly

see

critical

issues

Event

Size and

colour reflect

business

service status


$1M/YR SAVINGS

25%FEWER P1

OUTAGES

Pinpoint Disruptions Quickly and Easily

Diagnose

and

Remediate

Root Cause

Determination

Change

and

History

Timeline

Problem


In-Platform Delivery of Real-time Insights

111%ROI MOVING FROM

TRADITIONAL TO

IN-PLATFORM

ANALYTICSReal-time

Insight

into

Trends

Focus on

Improvement

Opportunities

Analytics


Service Level Commitment Management

PRIORITY ONE

INCIDENTS

50%REDUCTION IN TIME

TO RESOLUTION

Easily

Identify

Actual or

Potential

Breaches

Keep your

consumers

informed


The ServiceNow Intelligent Automation Engine™Bringing machine learning to your everyday work

PerformanceForecasting

Predictive Modeling

Anomaly Detection

Intelligent

AutomationEngine

PeerBenchmarks


AI for Anomaly Detection: Predicting Service Disruption

ML

watches

and learns

normality

Service

performance

starts to

degrade

ML detects

the

Anomalous

behavior

Proactive

Notification

Occurs

Normality

Returns

and ML

adjusts


Online Services

Web Services

ServersSecurity

GPS Location

Storage

Desktops

Networks

Packaged Applications

CustomApplications

Messaging

Telecoms

Online Shopping

Cart

Web Clickstreams

Databases

Call Detail Records

Smartphones and Devices

RFID

On-Premises

Private Cloud

Public Cloud

The ServiceNow Service Fabric

Service Fabric

Outage

Incident

Automation

Service Impact


Discover Infrastructure & Map Business Services

2

Informed Incident Response

4

5

Automated Remediation

Your Modernisation Journey with ServiceNow

6

Single View Across IT Services and Operations

Establish Centralised CMDB

1

Proactively Identify Service Issues

3


OVER 30 COMPANIESSWITCH FROM A LEGACY VENDOR TO SERVICENOW

EVERY MONTH


92%REDUCTION IN

EVENTS


1 2 3

Top Takeaways and Next Steps

Modernize and Consolidate Your IT

Services with a Single Cloud

Solution

Transition from Reactive to

Proactive Service Delivery

Elevate IT from a Perceived Cost

Center to a Technology Leader


Top Takeaways and Next Steps

Exploratory Workshop

TailoredDemo

Business Value

Workshop

Join the Community

Documents

Modernise IT Operations and Service Management...COMPANY: ServiceNow Australia/New Zealand EXPERIENCE: 31 years in Enterprise IT Operations –architecting, deploying, supporting &