Roadmap 101 of the ServiceNow business platform

Roadmap 101For

ServiceNow Platform

Introduction & Overview

ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION 2

• About Alcor• Integrated Service Management• Roadmap 101

– Why develop a roadmap?– Strategy & roadmap: There is a difference– Who should be involved?– How to build & maintain a roadmap


About Alcor• Founded in 2008, Alcor is a California corporation with its global headquarters in Los Angeles and presence

in San Francisco Bay Area (ITSM Practice), New York, Ohio and Canada.

• Alcor provides solutions in the areas of Service Management, Cloud Provisioning & Management, IT Security & IT Automation

• Alcor consulting focuses on leveraging technology, process re-engineering and providing professional services. We perform projects & provide ongoing support as well as expert resources for staff augmentation

• Current engagements cut across leading enterprise clients within US, Canada, Europe and India.

Alcor Services


Our Clients






Enterprise Service Delivery Is Often Fragmented

In many of our clients, organizations work largely with an inward focus on achieving their specific objectives and leveraging preferred methodologies to create value for the end customer

While all the teams are focused on delivering value to business, there is potential to optimize the flow of value by building interconnections

App Dev AMS D&E Architectur

e IT Ops Facilities

Compliance HR

Customer Service


Integrated Service Management

App DevHR

SMFacilities

Finance

IT Ops

Compliance

CM

RM

PM

AM

IMEM

For effective service delivery, we believe it should be viewed as an integrated system geared towards creating, delivering and sustaining value through delivery of services

Service Management needs to play the role of building interfaces and connecting frameworks to help optimize flow of value to business

Alcor implements solutions that enable the services value chain


Service Management Needs Adoption

Alcor believes that it is critical to have common ground and interface for all stakeholders for effective Service Management

Agreement on Standards

Right Level of “Process”

AdoptionClient Business Model

FrameworkOperations View Point Business / Apps View Point

Service Management View

Point

Quality of Run/Maintain Minimizing defects

Speed / Agility Functionality

Rigor Standardization All stakeholders are

following standards and processes

Need to build interfaces and common medium

Service Management needs to play the role of defining / articulating business value to all stakeholders





Why Develop a Roadmap?

ServiceNow Implementation Roadmap Development

Assess implementation options based

on best practices & constraints

Planning & Discussions to Identify

Service Mgmt Requirements

Assess options for

cost & relevance to

drivers

Develop the recommended

Implementation Roadmap

SCOPE OF WORK

MGTCHKPT

• Review and understand key Service Management requirements & drivers• Provide best practices on a typical ServiceNow implementation, in terms of processes,

modules, integrations• Build a framework to evaluate each module recommendation and the drivers that support it• Analyze and present realistic options taking into account the current implementation & toolsets• Evaluate the risk and develop a cost model for the implementation• Develop a recommended implementation timeline, resource map & constraints

Build a simplified, integrated service management system & gain adoption

9ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION


When to Develop a Roadmap?

Ongoing Support

Ongoing ESM Software

Management

Integration with Enterprise

Applications

New Implementations & Upgrade Support

Expert Support

Troubleshooting

ESM Strategy

ESM Assessment

Business Case Development

Software Evaluation

ESM Implementation

Roadmap

ESM Process Services

Process Assessment

Developing Process Gold Masters

Implementation Process Roadmaps

Organizational Change

Management.

ESM Software Implementation

Process Mapping

Core System Set Up

Implementation of ESM Processes

Integration & Testing

Training & Go Live Support

A roadmap depends on the current state, so invest in developing it based on where you are in your journey…


Roadmap Depends on Current State…Security Example

Decision makers are loosing sleep over information security

And it’s only going to become more difficult

Phishing/Drive-by malwareis a proven tactic

Segmentations best practices not being followed

Misconfigured Security solutions

Cloud storage acts as data exfiltration channel

Lack of governance increase outbound communications

• Cyber security strategy – BCDR under cyber attack

• Vulnerability assessment– Continuous management

• Pen testing– DMZ, Web applications, Infrastructure

• Technology selection/implementation• SOC

– 24X7 SIEM log monitoring• Incident response

– Post Breach

Alcor Offerings

ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION

Strategy vs. Roadmap

13

Execution

Roadmap

Define where you need to go

How will you reach there?

The process of reaching there…


Who Should be Involved?

14

Leadership

Functional Technical Clients

Advisors

A good roadmap building exercise serves as the first adoption building initiative

• For each process/module recommendation, use a comprehensive framework:

How to Build A Roadmap?

15

Recommendation

Business Drivers

Service Requirements

Current Process

Best Practices

Risk

TCO


Invest based on current status & goals…be realistic


Do Not Underestimate Organizational Change & Its Impact

Organizational Assessment

OCM Strategy and Plan

Communication Plan

OCM Execution

OCM Adoption• Executive Sponsorship• Business & IT Alignment• Dedicated Team and

consistent effort• Monitoring and

measurement of Success

OCM Strategy and Plan• Establish OCM objectives• Establish key stakeholder

group and steering committee

• Establish program team & execution plan

OCM Execution• Develop and execute

training• Evaluate progress and

success• Update and adjust strategy

and plan where required

Communication Plan• Create communication

plan by stakeholder groups (IT & business)

• Deliver key messages

Organizational Assessment• Assess existing capabilities • Identify key change

impacts and develop mitigation plan

• Identify training requirements

OCM requires focus and an iterative approach for success


Thank You!

Call us at (408)910-9815 / (925) 452-8231