Running a Data and Technology company based on IT4IT and ... · Running a Data and Technology company based on IT4IT and ServiceNow CIO VIVAT Business Development Engineer ... Managing

ServiceNow as the backbone of our IT4IT implementation

Running a Data and Technology company based on IT4IT and ServiceNow

CIO VIVAT Business Development EngineerMarcel v.d. Lustgraaf John Wagemaker

2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Agenda

Setting the scene at VIVAT

Transformation

IT4IT and ServiceNow

Demo!

Questions


Speakers introduction

Name: Marcel van de LustgraafTitle: CIOFunction: Managing Director DTC at VIVATCompany: VIVAT

Name: John WagemakerTitle: Business Development EngineerFunction: IT4IT/SAFe/Agile/ServiceNow/Azure DevOps SpecialistCompany: VIVAT


What you will learn

Our lessons learned

3

VIVATs Challenges How to implement IT4IT with ServiceNow

21


Introducing VIVAT and it’s history

Our key figures:

Product line Share RankLife 13% # 4Non-life 5% # 4

Number of customers: Market share top 5 players:


Strategic Themes VIVAT


To succeed VIVAT needs to excel in data and technology. This requires a transformation of ITC

Run IT as a business

Open Platforms and Services

Agile

Automate everything

Compliant and Secure

IT as a platform

IT as a cost centre

IT as value creator

Everyone’s IT

External focused

Internalfocused

Operational

Profit center

Transformational

Costcenter

20202018

2015

2017

Orientation

1 Source: Gartner (October 2012): The four Futures of IT


A key role in increasing value of the ecosystem through a portfolio of services around open platforms

FINTECH

Agents, Advisors

Service Providers

3rd party services

Partners & Re-Insurers

DATA & TECHNOLOGY

SERVICES

PLATFORMS


Set a challenge

Multi-party approach• Staff

• Fruition Partners (DXC)

• Microsoft

• ServiceNow

• Etc.

Challenges1. Time to market2. Higher Quality3. Reduce IT (operational) costs

One of the solutions:70%-80% Automation of IT


Transforming IT at VIVAT using IT4ITTM

...…

..…

……....…

...…..

IT Service Management Intro IT4ITTM

CI/CD POCCI/CD Pipeline

Hackaton CI/CD

Hackaton IPM

Portf

olio

&D

ema

nd

Ma

nage

men

t

Time Writing

Agile Project Management

CI/CD pipeline live

IPM live

ITSM Live

FinancialManagement

Governance Risk & Compliance

JakartaPlatform Upgrade

IstanbulPlatform Upgrade

Idea ManagementLive

Partnership

Innovation Days

ServiceNow training

IT4IT Lagerhuisdiscussion

IT4IT training

Application Onboarding

Strategy to Portfolio

Request to Fulfill

Detect to Correct

Requirement to Deploy

2016

2017

2018


IT4VIVAT – End to End Pipeline


IT4IT™ embraces methods and best practices

IT4IT

IT4IT

COBIT, ISO 27000

DEVOPSPRINCE2/ PMBOK

TOGAF SCRUM

AGILE

ITIL


IT4IT™ functional model

PolicyComponent

RequirementComponent

TestComponent

Offer Consumption Component ProblemComponent

Incident Component

ProposalComponent

Source Control

Component

BuildComponent

Offer ManagementComponent

Request Rationalization

Component

Chargeback/Showback

Component

Service LevelComponent

Event Component

PortfolioDemand

Component

ProjectComponent

Build PackageComponent

CatalogCompositionComponent

Change Control

Component

UsageComponent

Diagnostics &RemediationComponent

Service Monitoring

Component

Enterprise Architecture Component

DefectComponent

ServicePortfolio

Component

ServiceDesign

Component

ReleaseCompositionComponent

Configuration Management

Component

Fulfillment Execution

Component

Policy Require-ment

TestCase

Problem/KnownError

Incident

ScopeAgree-ment

Source Charge-back

Contract

Build OfferSub-

scription

ServiceContract Event

PortfolioBacklog

Item

ITInitiative

BuildPackage

ServiceCatalog

Entry

RFC

UsageRecord

RunBook

ServiceMonitor

EnterpriseArchi-tecture

Defect

Request

Fulfill-ment

Request

Charge-back

Record

ShoppingCart

Con-ceptualService

LogicalService

ServiceReleaseBlueprint

ActualService

DesiredService

ServiceRelease

Strategy toPortfolio

Requirement to Deploy Request to Fulfill Detect to Correct

Drive IT Value

Measure and Create Insight



Request to Fulfill

Detect to Correct

ConceptualService Model

LogicalService

Model

RealizedService Model

14 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.14


Integration & Orchestration

Test & QA

IT Data Lake / Monitoring & Data Analytics

Product backlog

Sprint & release

planning

Service Portal

CodeTest

cases

Defects

Log monitoring & analytics

Service dashboard (availability, performance, risks, costs, capacity, etc.)CIO / Executive Dashboard

Manage all work items e.g. epics, user stories, tasks,

defects, etc. )

Backlog status updates (Features, Stories)Sprint & Release PlansProblem or auditing finding resolved

Collaboration

CodeQuality

Build & Package

CI/CD Integration & Orchestration

ArfefactRep.

Develop

Security Monitoring

Events

Service Models

Test data

IT4IT Pipeline Monitoring

Security monitoring & events

Service Portfolio PorfolioManagement

ServicePortfolio Portfolio

Backlog

Demand funnel

Investment planning and

roadmaps

ITSMConsumption & Cost Show Back

IT GRC

IT Finance

Incident & Problem Management IT risks

IT costsView

consumption, capacity & costs(and capacity)

SLAService catalogue & Request

Change & Release Management

Service catalogue & Request

ContinuousImprovement

register

Security OperationsSecurity Operations

CMDBCMDB

Knowledge

+ other tools

+ other tools

Patterns / CMDB update

Release & Deployment AutomationInfrastructure patterns / infra-

as-codeApplication topologies /

blueprintsCloud

ProvisioningResource

Profiles

ApplicationMonitoring

Service Monitor

Incident

Utilization

Catalogue / pattern updates

Change/ReleaseApproval

Initiate provisioning DeploymentRequest

Test resultsDefects

Source codeupdates

AreaTeams

Initiate testexecution

Build artefacts

Events

Traceability

+ ARM templates,Powershell

Services / Applications / ProductsPortfolio Backlog ItemsProblemsAudit findings / risk issues

Requirement to deployDetect to correct

Request to fulfillStrategy to portfolio

Building the IT4IT Platform for VIVAT


Evolution of Service Model Backbone at VIVAT

Demand

Project Epic

Feature

Stories

Change

Deployment Updated build per environment

New / updatedmonitors

Build

Test results

Release

ARM + Desired State Config deployment

New / updated selfservice requests

New / updatedDiscovery patterns

New / updatedDesired State Config

template

R2DS2P R2D R2FS2P D2CR2F

One demand funnel for IT and business

Demand linked to portfolio for end-to-end insights

Demand rationalizationleading to projects

Agile way of working in Azure DevOps (VSTS)

Epic breakdown andfeature / story progresssynced back to Project

Service is tagged soevent registration feeds

back into service metrics

Portfolio

Integrated Service Model backbone (feedback from D2C to R2D and S2P)

Stories included in release linked to the

change

Change approvaltriggers release in

maintenance window

Infra as a code

Monitoring as a code

As much as possible in standard change template

Pre-defined maintenance windows

Test results / other keycontrols automatically

registered

Build history per environment available in

CMDB on CI level

Builds, releases andchanges are related to

the service

Deployment orchestratesnew versions of service

Deployment scope caninclude Azure, on premProgram

Build commit andtest automated

Test cases and results in Azure DevOps (VSTS) Test

Promoting build(s) to release triggers automatic change

creation

Managed ARM templates through CD / CI pipeline

DSC files free for DevOpsteam to add to ARM

template (infra as a code)

Code

ServiceNow – Azure DevOps integration

Demo


ServiceNow - Azure DevOps (VSTS) InterfaceThe interface between ServiceNow and Azure DevOps is (almost) ‘real time’.

Epic X

Demand

AzureDevOps

Project

Epic X

CreateProject

Create Epic

Feature 1

Feature 2

Create &

Update

Feature 1

Feature 2

Story 1b

Story 2b

Story 1a

Story 2a

Story 1b

Story 2b

Story 1a

Story 2a

Bug IBug H

Bug IBug H

Create &

Update

Create &

Update

Update

Create child features in Azure DevOps

Create project from demand

Create child storiesin Azure DevOps

Create bugs as part of testing in Azure DevOps

Interface creates anepic in Azure DevOps

= Master

ServiceNow


Report on collected and combined


Realised BenefitsRealised benefitsChallenges

• Time to market

• Higher Quality

• Reduce IT (operational) costs

• 2018 – 50 applications in the CD Pipeline. • Release more, faster and smaller code changes from DEV to PRD • Infra as a code on premise and in the Azure cloud.• Automated testing of code and security integrated in the pipeline.• Integration of Azure DevOps (VSTS) with ServiceNow as part of

Agile Way of Working• Change of mindset in the organization. (CI/CD)

• Integrated Portfolio management, project management.• Automated testing of code and security integrated in pipeline.• Deliver tools to teams to build monitoring and security by design.• Quality improvement in gathering process data.• Centralized repository.• Structured data in ServiceNow and unstructured data in Data lake.

• Rationalisation and standardisation of tools in the pipeline• Improved user and customer satisfaction by Self Service Portal



...…

..…

……....…

...…..



Hackaton CI/CD

Hackaton IPM

Portf

olio

&D

ema

nd

Ma

nage

men

t

Time Writing


CI/CD pipeline live

IPM live

ITSM Live

FinancialManagement




Idea ManagementLive

Partnership

Innovation Days

ServiceNow training


IT4IT training



Request to Fulfill

Detect to Correct


2016

2017

2018



...…

..…

……....…

...…..



Hackaton CI/CD

Hackaton IPM

Portf

olio

&D

ema

nd

Ma

nage

men

t

Time Writing


CI/CD pipeline live

IPM live

ITSM Live

FinancialManagement




Idea ManagementLive

Partnership

Innovation Days

ServiceNow training


IT4IT training



Request to Fulfill

Detect to Correct


2016

2017

2018

KingstonPlatform Upgrade

...…

..…

2019

LondonPlatform Upgrade


Enable key, skilled professionals5

Lessons learned

Be clear about the objective1

Set the example – Show it is possible2

Standardize to keep it manageable3

Push the limits of suppliers 4


Top takeaways

Implement IT4IT

1

Choose your Tools

2

Automate everything

3

[email protected]

[email protected]

Thank you

Documents

Running a Data and Technology company based on IT4IT and ... · Running a Data and Technology company based on IT4IT and ServiceNow CIO VIVAT Business Development Engineer ... Managing