Introduc)onto Servicenow - itSMF
Transcript of Introduc)onto Servicenow - itSMF
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Introduc)on to Servicenow
DAVID GRIFFITHS Regional Director Eastern Europe & Turkey
© 2013 ServiceNow All Rights Reserved
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ServiceNow – The Enterprise IT Cloud Company
• NYSE: NOW
• 1,830 employees
• Trailing 12-‐Month Revenue $425M
• 2,060 enterprise customers
– 20% Penetrated in Global 2,000
• PlaUorm designed to manage service relaVonships in the enterprise
• Cloud-‐hosted delivery; SaaS business model
• Major sites in Silicon Valley, San Diego, SeaZle, Amsterdam and London
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Q3-‐12 Q4-‐12 Q1-‐13 Q2-‐13 Q3-‐13 Q4-‐13
PS & Other Revenue
SubscripVon Revenue
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$102 $111
$125
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You’re in Great Company
Financial Services IT Services Healthcare Consumer Technology
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SECURITY MODEL
API
WEB SERVICE INTERFACE
DATA STORE
JOB SCHEDULER
USER INTERFACE
DEVELOPMENT APPROACH
LIST OF USER TASKS
TECHNOLOGY
ARCHITECTURE
SYSTEM OF RECORD
Consistency is Key
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Enterprise service automa)on
GlobalizaVon & standardizaVon of service management
Custom applicaVons for line of business and IT
Service catalog for IT storefront
Enterprise shared services for business storefront
IT process automaVon Business process automaVon
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Consolida)on enables single system of record Consolidate, globalize and standardize
remove redundancy remove fragmenta)on increase transparency
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Put knowledge in the hands of the business
Chat
Search
Catalog
Knowledge
Collabora)on
Request
Familiarity
Self-‐service creates an IT storefront
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Automa)on eliminates manual processes Management is only for the things you can’t automate
remove manual, error-‐prone processes decrease cost, improve service
Customers use ServiceNow automa)on for:
• RebooVng servers and restarVng services • VM provisioning & lifecycle management • On-‐boarding and off-‐boarding employees • Product requests and installaVons • ConVnuous integraVon and code releases • Sofware environment migraVons • Automated outage remediaVon
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Extending business and IT service delivery
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PlaUorm Single architecture and single data model -‐ Social IT � ReporVng � Survey Management � Content Management System � Knowledge Management & Managed Documents � Service Level Management � Graphical Workflow � App Creator � Team Development � Mobile – tablet & phone
ServiceNow PorMolio
Infrastructure ApplicaVons
Resource
SDLC Release
Incident
Problem
Change
OperaVonal ApplicaVons
Work
Management ApplicaVons
Password Reset Config / CMDB
Service Catalog HR Service AutomaVon
IT Cost IT GRC Project PorUolio Performance AnalyVcs Vendor Performance Vendor Performance
Asset Cloud Provisioning Discovery OrchestraVon Config. AutomaVon Config. AutomaVon
Service AutomaVon PlaUorm
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© 2012 ServiceNow All Rights Reserved 11
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Industry leading cloud infrastructure
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Service AutomaVon Applica)ons
Service AutomaVon PlaMorm
Service AutomaVon Cloud Infrastructure
• Advanced High Availability • Combining the concepts of DR and HA
• Mirrored datacenter pairs • US, Canada, Europe, Switzerland, Australia, US Federal
• Secure, mulV-‐instance model • No co-‐mingling of data, improved customer control
© 2013 ServiceNow All Rights Reserved
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Why ServiceNow
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Consolidate to a single system of record
Provide a consumer-‐like self service experience
Automate as much as possible
Extend IT value with forms-‐based workflow
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© 2013 ServiceNow All Rights Reserved
San Francisco, CA • Moscone Center • April 27 – May 1, 2014
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“The best conference I have ever attended - and I have been to a lot of conferences in my career.” “My team learned a lot. More importantly, they can apply what they learned to current projects.” “Just what I needed. Excellent! Excellent!”
“I wish we had more time to interact with the CIO attendees.”
“Excellent presentations! Content
and presenters were engaging and thorough.”
“Really took my team outside
of their comfort zone.”