The Enterprise Shift & The World of IT - ServiceNow's Chris Pope

© 2016 ServiceNow All Rights ReservedConfidential © 2016 ServiceNow All Rights ReservedConfidential

The Enterprise Shift…

Wednesday May 11th, 2016

Chris Pope, OCSO, ServiceNow

© 2016 ServiceNow All Rights Reserved 2Confidential

EXPERIENCE


Internet Of Things…


LEARNING

REASONING

PROBLEM-SOLVING

PERCEPTION

LANGUAGE COMPREHENSION


S M CASocial Mobile Analytics Cloud

of business are using social media

for business objectives this

year

76%

Sourcebits.com, 2016

cited improved productivity as a

factor in adopting smart devices

72%working to increase their company’s use

of analytics

75%completely

satisfied with cloud based

services and will increase usage

92%

© 2016 ServiceNow All Rights Reserved 6Confidential Source: IDC

• How they engage with customers

• The speed at which they deliver products and services

• How they innovate

• The reliability of their operations

• Their overall resiliency

Business is Changing…

© 2016 ServiceNow All Rights Reserved 7Confidential Source: IDC

By 2020…

• 100+ "Industry Clouds" emerge

• New product introductions improves by 70%and planning cycles are cut by 50%

• IoT rapidly expands to "things" currently not connected to the Internet

• 1/3 of the revenue spent on wearable technology comes from business


Change

Project

Job

Problem

Request Task

Claim

Order

Alert

Action

Service… Is Work


Information Seeking People

InstantData Interrogation

InstantAlert

InstantNotification

1

InstantCollaboration


Alerts and Notifications

Sev1 incident created for top 100 customer

PII Data lost from one of your key systems

NPS Detractor score recorded in a survey


ServiceNow and Zenoss

What does this partnership mean and how can it help solve these new problems…


of Zenoss customers using Incident or CMDB integration

45%Zenoss prospects

asking for Incident or CMDB

integration

4 in 5purchases via

SN Store

10


Service Operations Maturity Model – Where Do You Fit?From Static/Reactive to Service-Awareness

• Incident, Problem, Change, Config, CMDB

• Discovery

– Asset, Inventory

– Service Mapping

• Automation Begins

• Monitoring

• Root Cause Analysis

• Service Operations Dashboarding

• Automation Expands

• Automated Remediation

• Service Delivery

• Cloud Management

• Self-service

Phase I: Visibility Phase II: Availability Phase III: Agility

Establish a single system of record for IT

Enable service-centric operations management

Improve governance, remediation, self-service

Maturity Level

Service Desk Service Operations Management


C H A N G E

T H E WAY

Y O U W O R K

© 2016 ServiceNow All Rights Reserved 15Confidential 15© 2016 ServiceNow All Rights ReservedConfidential 15© 2016 ServiceNow All Rights ReservedConfidential

Thank you

Chris PopeOffice Of The CSO

[email protected]: @chris_pope_nowwww.linkedin.com/in/chrispope3servicenow.com

Technology

The Enterprise Shift & The World of IT - ServiceNow's Chris Pope