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Fujitsu World Tour 2014 Belgium ServiceNow

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Service Now: IT service Management On Demand …

Service Now: IT service Management On Demand
Carl Wethmar, ESM Practice Leader

Published in: Services, Technology, Business

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  • 1. FUJITSU WORLD TOUR 2014
  • 2. Service Now: IT service Management On Demand Carl Wethmar, ESM Practice Leader
  • 3. Agenda  IT Service Management  On Demand  ServiceNow Reference Cases ServiceNow: IT Service Management On Demand © FUJITSU LIMITED 2014
  • 4. IT Service Management
  • 5. What is “IT Service Management?” © FUJITSU LIMITED 2014 “IT service management (ITSM) refers to the implementation and management of quality information technology services. IT service management is performed by IT service providers through people, process and information technology.” Wikipedia [http://en.wikipedia.org/wiki/ITSM]
  • 6. And what’s standing in IT’s way? Source: “Bullwinkle on Business: Motivational Secrets of a Chief Executive Moose” by John Hoover, Ph.D.; St. Martin’s Press, 2007. (Any resemblance to any CIO is purely coincidental.) MOOSE (per Forrester): Maintain and Operate the IT Organization, Systems, and Equipment MOOSE costs: as much as 72 cents of every IT budget dollar – or MORE! © FUJITSU LIMITED 2014
  • 7. In Reality IT departments are... © FUJITSU LIMITED 2014
  • 8.  They’re dated, difficult and expensive to maintain and support  They’re fragmented & perform poorly  They require proprietary/complex technologies and skills  They’re not mobile / Social  They’re not agile or flexible  They don’t support adequate reporting  …and users hate them! Enterprise Applications Supported by IT … “However, New technologies enable users to build the applications they want and need” Every business depends upon them, BUT: © FUJITSU LIMITED 2014
  • 9. What is “IT Service Management?” © FUJITSU LIMITED 2014 “IT service management (ITSM) refers to the implementation and management of quality information technology services. IT service management is performed by IT service providers through people, process and information technology.” 1: IT Service Management Forum (2002). van Bon, J.. ed. IT Service Management: An Introduction. Van Haren Publishing. ISBN 90-806713-4-7 Wikipedia [http://en.wikipedia.org/wiki/ITSM] “Providers of IT services can no longer afford to focus on technology and their internal organization; they now have to consider the quality of the services they provide and focus on the relationship with customers.” 1
  • 10. Service Relationship Management Inside and Outside the Enterprise ERP/IT Information Technology IT Service Management IT Operations Help Desk Help Desk IT Service Management © FUJITSU LIMITED 2014
  • 11. Requester SERVICECATALOG SEARCH KNOWLEDGE COLLABORATE SERVICECATALOG SEARCH KNOWLEDGE COLLABORATE Provider Executives SERVICERECORD > HELP > ORDER > CHANGE > INFO SERVICE-ORIENTED WORKFLOW ASSIGN & TRACK WORK UPDATE SERVICE STATUS Service Relationship Management APPROVALS & NOTIFICATIONS KPI DASHBOARDS BUSINESS DASHBOARDS REPORTING & ANALYTICS © FUJITSU LIMITED 2014
  • 12. On Demand
  • 13. What is the meaning of “On Demand”? © FUJITSU LIMITED 2014 On-demand self-service is the process through which “a consumer (or any user for our purposes here) can unilaterally provision computing capabilities, such as server time and network storage, as needed automatically without requiring human interaction with each service provider”. Source: National Institute of Standards and Technology (NIST) On-demand self service refers to a feature of cloud computing which allows the management of one’s own services without having to communicate with a service provider
  • 14. - Fred Luddy Chief Product Officer, ServiceNow it is not possible to solve today’s challengeswith yesterday’s technology “ ” The On-demand world requires a new approach © FUJITSU LIMITED 2014
  • 15. Remember this? © FUJITSU LIMITED 2014 “management of one’s own services” “focus on the relationship with customers” Add what the users want And what IT supports
  • 16. You need a Powerful Enabler: The ServiceNow Service Automation Platform! © FUJITSU LIMITED 2014
  • 17. ServiceNow Platform Architecture © FUJITSU LIMITED 2014
  • 18. ServiceNow Capability © FUJITSU LIMITED 2014
  • 19. ServiceNow Platform facilitate “On Demand”  Ideal for forms-based, workflow-driven apps ‒ and for automating custom line-of-business/shared-service processes  Custom apps leverage the foundation of all ServiceNow service management and automation applications ‒ Applications are all enabled by the same underlying platform  Modern Web 2.0 technology ‒ with social, mobile, upgrades, and integrations all built in “ServiceNow is a robust platform for deploying processes and managing workflow, regardless of the business unit. We quickly learned the whole platform is a process automation tool. It was a lesson in thinking big, probably too big. We were aggressive and bold, but again this was a great opportunity to introduce automation that didn’t require a build-out of databases or servers.” Gustav Hoyer, Sony Pictures Entertainment IT director © FUJITSU LIMITED 2014
  • 20. But why use ServiceNow for on demand business apps?  You have the tools now ‒ The ServiceNow Service Automation Platform  You have the skills now ‒ No “code geeks” required – your people already know JavaScript  It’s a proven solution now ‒ It’s improving ITSM and delivering business value every day ‒ In the marketplace: >60% of ServiceNow customers are already running custom applications on it  It’s not “old school,” it’s “new school” – or “now” school ‒ It’s a native, cloud-based, integrated, robust, and secure platform ‒ It enables your clients to deliver custom business apps effectively, now © FUJITSU LIMITED 2014
  • 21. © FUJITSU LIMITED 2014
  • 22. Because the ServiceNow Platform provides: © FUJITSU LIMITED 2014 Consolidationtoasinglesystemofrecord aConsumer-likeself-serviceexperience ExtendIT’svaluewithcustombusinessapps …andevolveITSMandtransformITandthebusiness!
  • 23. On Demand Some thoughts on Performance; Security and Availability
  • 24. Enterprise Department Consumer EntertainmentShopping Communications Sales Finance Human Resources Enterprise IT Infrastructure Developers Not All Clouds Are Created Equal © FUJITSU LIMITED 2014
  • 25. SIZE & SCALE SECURITY & COMPLIANCE NOW ON NOWAVAILABILITY
  • 26. Customer Transactions per Month 3,440,000,000 327,798* 1,629,559 Avg Monthly Transactions per Customer *Salesforce.com avg transaction volume derived from http://trust.salesforce.com/trust/status/ Dec 2, 2012 to Dec 31, 2012 divided by 100,000 customers © FUJITSU LIMITED 2014
  • 27. ServiceNow Operations By The Numbers 5 Engineering Centers 12 Datacenters 2014 © FUJITSU LIMITED 2014
  • 28. SIZE & SCALE SECURITY & COMPLIANCE NOW ON NOWAVAILABILITY
  • 29. Nightly Build Security Testing WhiteHat Static Code Analysis Sonarqube Code Reviews and Training Peer and Team Product Features Field Level Encryption, Encoded Storage 3rd Party Penetration Testing Hailstorm 3rd Party Code Inspection Isec Partners Security Event Monitoring Splunk Vulnerability Scanning Qualys Perimeter Countermeasures ISO 27001 FISMA SSAE16 Independent Customer Audits ServiceNow – Security Constantly Challenged and Tested Operations3rd Party Audits ReleaseDevelopment Defense In Depth Security Architecture © FUJITSU LIMITED 2014
  • 30. SIZE & SCALE SECURITY & COMPLIANCE NOW ON NOWAVAILABILITY
  • 31. ServiceNow – Defining New Availability Standards Average Uptime Percentage 99.99% Not Published Not Published 99.96% Calculated Monthly Downtime 4 minutes Not Published Not Published 18 minutes Recovery Time Objective (RTO) 2 hours 12 hours 12 hours Not Published Recovery Point Objective (RPO) 1 hour 4 hours 1 hour Not Published © FUJITSU LIMITED 2014
  • 32. Some Reference Cases
  • 33. SIZE & SCALE SECURITY & COMPLIANCE NOW ON NOWAVAILABILITY
  • 34. Custom Applications Cloning Provisioning Event Monitoring High Availability Org Chart Partner Mgt Resource Sched Product Price List Sales Projection Deal Mgt Purchase ReqProject Configuration Evaluator StartNow Training Registration Version Entitlements Escalation Management Mass Incidents Mktg Requests Conference Mgt Mktg Assets Speaker Mgt Packaged Applications Orchestration CMDB Asset Catalog IT Cost Project Discovery Release Change Problem Incident Managed Documents CMDB Asset Catalog IT Cost Discovery Orchestration Release Change IT GRC Project Incident Problem Knowledge Knowledge SLA Problem Change Incident Knowledge Project Release SDLC Enhancement Requests Test Suite Problem on IT HR Sales FinanceEngineering Customer SupportCloud Infra ServicesCompliance & Security Marketing © FUJITSU LIMITED 2014
  • 35. CERN: an “enterprise city” running on ServiceNow! © FUJITSU LIMITED 2014
  • 36. Custom ServiceNow apps: other examples Vendor & Contract Management Seasonal Retail Location Setup Insurance Claims Exceptions Credit Card Loyalty Program Management Payroll Issue Tracking Hotel & Car Reservations Refinery Exception Management New Market RolloutRebate Processing Shipping Logistics © FUJITSU LIMITED 2014
  • 37. Thank you for listening