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© 2015 ServiceNow All Rights Reserved
AXEL BIERE SENIOR SERVICE MANAGER Ahold Europe @AxelBiere #NowForum
DAMIAN HARRIS GLOBAL STRATEGY LEAD: SERVICE MANAGEMENT Accenture @damianharris123
Enabling SIAM and XaaS through ServiceNow
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@AxelBiere | #NowForum
About Ahold
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@AxelBiere | #NowForum
Our Service Integra5on & Management Journey
Silo’s / Jiggsaw Manage E2E
Single Business Facing IT Organiza3on
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@AxelBiere | #NowForum
Offering End To End services
Business produc3vity increase
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@AxelBiere | #NowForum
Change Orchestra5on
Enable business speed and agility
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Spinoff Benefits
Control on Costs and Risk & Compliance
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Where Do We Go From Here
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Top Takeaways
Standardize and create uniform soluYons which are reused across mulYple suppliers
Start with the end in mind, but execute agile
Manage all aspects of the change: People, Process, Technology
1 2 3
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The problem with Service Integra5on and Management (SIAM)…
…but the business is dissaYsfied All SLAs are green…
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5 components of successful SIAM Func5ons…
Business I.T.
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ServiceNow enabling SIAM
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ServiceNow enabling SIAM
Accenture Service IntegraYon Bus (built on ServiceNow)
Single Architecture Shared Resources Single Data Model Custom App Dev
SERVICE AUTOMATION PLATFORM
Service Providers Departments
BUSINESS MANAGEMENT AnalyYcs Governance Project Vendor Demand Resource Financial
APPLICATION DEVELOPMENT
‘CiYzen’ Creators
Professional Creators
SDLC App CreaYon
OPERATIONS MANAGEMENT
Cloud Mgmt OrchestraYon Discovery Service Creator Event Service Mapping Test
SERVICE MANAGEMENT Field Svc HR FaciliYes MarkeYng Legal Finance IT
Asset Change Catalog CMDB Incident Problem Case Knowledge
Vendor A Service Management
Toolset
Vendor B Service Management
Toolset
Vendor C Service Management
Toolset
Vendor D Service Management
Toolset
Vendor E Service Management
Toolset
etc
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Everything-‐as-‐a-‐Service (XaaS): The Power of AND
BUSINESS DIFFERENTIATION
MarkeYng
HR
Legal
FaciliYes
Finance
IT
etc
As-‐a-‐Service Stack
Business processes
ApplicaYons and plagorms
Cloud
Security
Infrastructure
BUSINESS THREATS
TECHNOLOGY-‐ ENABLED
OPPORTUNITIES
@damianharris123 | #NowForum
© 2015 ServiceNow All Rights Reserved
ServiceNow enabling XaaS
Single Architecture Shared Resources Single Data Model Custom App Dev
SERVICE AUTOMATION PLATFORM
Service Providers Departments
BUSINESS MANAGEMENT
AnalyYcs Governance Project Vendor Demand Resource Financial
APPLICATION DEVELOPMENT
‘CiYzen’ Creators
Professional Creators
SDLC App CreaYon
OPERATIONS MANAGEMENT
Cloud Mgmt OrchestraYon Discovery Service Creator Event Service Mapping Test
SERVICE MANAGEMENT
Field Svc HR FaciliYes MarkeYng Legal Finance IT
Asset Change Catalog CMDB Incident Problem Case Knowledge
Key Value Levers of XaaS
Plug in
Standardized
ConsumpYon based
Outcome oriented
Scalable
Vendor agnosYc
InnovaYon enabled
Future protected
@damianharris123 | #NowForum
© 2015 ServiceNow All Rights Reserved
Thank You AXEL BIERE
SENIOR SERVICE MANAGER
Ahold Europe
DAMIAN HARRIS
GLOBAL STRATEGY LEAD: SERVICE MANAGEMENT
Accenture
#NowForum
@AxelBiere @damianharris123
