Ll Bean Modernizes And Transforms Itsm Using Service Now 7 17 12 (2)

Two of the top pharmaceutical

companies use ServiceNow to keep their

IT departments healthy.

5 of the largest financial institutions

know they are secure in the cloud with

ServiceNow.

1 in 7 Americans filing a tax return

in 2011 relied on ServiceNow technology

to pay Uncle Sam.

The #1 life insurance company removed

IT risk with ServiceNow.

Verisign uses ServiceNow to guarantee

the availability of 2 of the world’s

13 Internet root servers.

“www” transformed our lives forever.

ServiceNow transformed the inventors of

the World Wide Web.

The world’s search engine found

ServiceNow to transform IT.

The three largest social networking sites

use ServiceNow.

The two leading chip manufacturers

transformed IT with ServiceNow.

5 of the top U.S. retailers use

ServiceNow to help deliver quality

products and services.

The #1 retailer in home improvement

remodeled its IT department with

ServiceNow.

Four of the world’s top five nonalcoholic

beverage brands rely on ServiceNow.

ServiceNow helps the leading

institutions educate more than a million

California college students each year.

We help the top utility and energy

companies bring the world to life

everyday. Flip the switch—transform

with ServiceNow.

When Big Bird has a technology

problem, the IT team at 123 Sesame St.

uses ServiceNow to fix it.

Two of the “Big Six” largest film

production studios in the world trust

their “behind the scenes” IT to

ServiceNow.

When a shot clock is broken or Charles

Barkley needs a microphone replacement,

ServiceNow is center court.

ServiceNow is behind all UK

government agency marketing and

communication programs.

The world’s largest English language

teaching organization, educating over

300,000 in 53 different countries uses

ServiceNow.

ServiceNow is the engine used to run the

2012 Olympic Games.

SLIDE TO BE USED AS A BUMPER SLIDE.

CLICK “SLIDE SHOW” TO VIEWCUSTOMER STAT BUILD.

Here’s an example of the content under this box:

Verisign uses ServiceNow to guarantee the availability of 2 of the world’s 13

Internet root servers.

Transform ITTransform BusinessStuart Werman, ServiceNow Sr. Account Executive

Diann Adams, LL Bean, Technical Architect

Mickey Cote, LL Bean, End User Services

© 2011 ServiceNow All Rights Reserved

Who is ServiceNow?

We are a leading provider of cloud-based services to automate IT operations…

…and customers are increasingly deploying us into the broader enterprise

3

ServiceNow momentum

• NYSE: NOW

• 700+ employees

• Revenue $150M (3/11 – 3/12)

• 1,000+ enterprise customers

• Worldwide HQ in San Diego, CA

with major sites in Silicon Valley,

Amsterdam and Sydney

• Global datacenter operations in

North America, Europe and Asia-Pacific


Leader in cloud-based enterprise Service Automation

2006 2007 2008 2009 2010 2011Do

ublin

g ann

ual g

row

th

ServiceNow Annual Revenue

ServiceNow Leadership

• #1 fastest growing software company in U.S. — (Deloitte Technology fast 500)

• #5 fastest growing company in North America — (Deloitte Technology fast 500)

• #9 Forbes America’s most promising company — (Forbes America's 100 most promising companies)

• 90% SaaS for IT market share leader— (Technology business research)

Focus on enterprise IT

6

● Increased complexity

● Fragmented legacy systems

● Redundancy

● Security threats

● Consumerization of IT

● Continued budget pressure

Why customers choose ServiceNow

7

Functional support

Line-of-business

IT

Shared services

Management

Automation

Help desk

Self-service

Enterprise Service AutomationTypical IT Service Management Transformed Enterprise Service

Automation

Fragmented, redundant Consolidated, single system of record

Consolidation enables single system of record

8

Saved more than $1 million in operational expenses by consolidating disparate IT management tools with

ServiceNow

Consolidated, single system of record

Line-of-business

Shared services

Automation

Self-service

Challenge:● Increased complexity

● Disparate, fragmented systems

ServiceNow Solution:● Consolidated system

● Single system of record

IT Transformation through consolidationConsolidate, globalize and standardize

Confidential

remove redundancy remove fragmentation increase transparency

Self-service creates an IT storefront

10

Created a self-service IT portal for students and faculty

Challenge:● Request for service● No “menu” = chaos in IT

ServiceNow Solution:● Intuitive, consumer-

oriented portal● Compelling user

experience● Manage user expectations


Line-of-business

Shared services

Automation

Self-service

Automation eliminates manual processes

12

Automatically upgraded 2,500+ systems from

Windows XP to Windows 7

Challenge:● Manual processes

● Error prone

● Non-standardized

ServiceNow Solution:● Integral workflow

● Faster, cheaper, more scalable

● Higher quality data and process


Line-of-business

Shared services

Automation

Self-service

Cardinal Health used to take 5 days to provision a VM,

they now do it with ServiceNow in 10 minutes

Automation Use Cases


1. New Hire On Board

2. Separation

3. Password Reset

4. Provision VM

5. Decommission VM

6. Add Disk to VM

7. Server Reboot

8. Create AD Account

9. Software Install

10. EC2 Provisioning

Shared services extend across the enterprise

14

Processed 100,000 requests

in one year

Challenge:● It’s not just IT that offers

service to the business

● HR, legal and facilities have similar service workflows as IT

ServiceNow Solution:● Adaptable to provide

service beyond IT

● Supports non-IT applications


Line-of-business

Shared services

Automation

Self-service

Workflow platform within the business

IT Support

IT Access

Facilities

Purchasing

Engineering HR IT Facilities Legal Finance Travel

15

A platform to automate line-of-business processes

16

Enabled real-time requests for excess

container space

Challenge:● Externally facing service

processes

● Support for customers and suppliers

ServiceNow Solution:● Enable IT to be a full

partner to the business

● Automate full business processes


Line-of-business

Shared services

Automation

Self-service Built a Rebates tracking application

HR, Vendor Mgt, Rebates

Laboratory Mouse Reporting

Game & Venue Issue System

Customer-built line-of-business applications

Time Card ManagementCOUNTY OFVENTURA, CA

NATIONALBASKETBALL

ASSOCIATION

Environmental Health & Safety

Employee Onboarding

17

ServiceNow Application Portfolio

18

ServiceNow PlatformOne architecture • One technology • One interface • One system of record

Service Portfolio IT Cost Project & Portfolio Governance

ManagementApplications

Incident Problem ChangeService Catalog

Chat Knowledge Live Feed Release & SDLCOperationalApplications

Asset & Contract Runbook AutomationCMDB Discovery

InfrastructureApplications

IT as a Service Transformation

© 2011 ServiceNow All Rights Reserved www.service-now.com | 19

• What are People working on?



•For which Business Services?



•In what Priority?

Automation

Core ITSM

Self Service Consolidation

ServiceNow Platform

Cloud Operations Professional Services

Enterprise Shared Services

Line of Business Services

Service Automation

Serv

ice D

esk

IT Se

rvice

Aut

omati

on

Ente

rpris

e Ser

vice A

utom

ation

Getting to Service Automation

22

23

Industry leading cloud infrastructure


Service AutomationApplications

Service AutomationPlatform

Service AutomationCloud Infrastructure

• Advanced High Availability• 1 hour RPO, 2 hour RTO, 99.8% availability

• Mirrored datacenter pairs• US, Canada, Europe, Switzerland, Australia, US Federal

• Secure, single-tenant model• No co-mingling of data, improved customer control

You’re in great company

24

Financial Services IT Services HealthcareConsumer Technology

LL Bean Modernizes and Transforms ITSMDiann Adams, LL Bean, Technical Architect

Mickey Cote, LL Bean, End User Services

Agenda

• Business and technical drivers for a new ITSM solution at LL Bean

• Evaluation criteria and evaluation process• Why LL Bean chose ServiceNow• How the implementation is going • Next steps/future process automation plans

Business and technical drivers for a new ITSM solution at LL Bean

• Business challenges and opportunities impacting IT strategies and services— 12 year old HP Service Center limitations— Challenges moving to a SaaS model— Timeline and budget

Evaluation criteria and evaluation process

• Technical considerations— Modern UI— Integrated Platform— SaaS

• Relationship considerations— Company culture and fit with LLB

• Delivery/implementation considerations— Tight timeline— Limited HP institutional knowledge

• Cost considerations— Could not increase TCO

• Timing considerations— Renewal for existing software and Peak business

Why LL Bean chose ServiceNow

• Previous considerations and anything else— Integrated suite of applications for one price— Software architecture — Company direction— Market space size and strategy

How the implementation is going

• Initial project lessons learned— Integrations are the biggest piece of work— Chose not to migrate existing data— Change (process and procedures) can not be under estimated— Use of third part implementer was key to success— Assure that training and documentation is part of the overall plan

• Functionality Delivered— Incident, Problem, Change and On-call within 12 weeks

Next steps/future process automation plans

• Continuous process improvement— Refining Service Catalog— Change Management (Critical System Identification)

• New process automation initiatives— Employee on-boarding— Self Help— CMDB/Discovery— Asset Management

thank you

Ll Bean Modernizes And Transforms Itsm Using Service Now 7 17 12 (2)

Documents

Transcript of Ll Bean Modernizes And Transforms Itsm Using Service Now 7 17 12 (2)