© 2014 ServiceNow All Rights Reserved 1Confidential
Defining the service-oriented enterprise
Prepared for Milwaukee custom...
© 2014 ServiceNow All Rights Reserved 2Confidential
Defining the service-oriented enterprise
1. What it means and why it w...
© 2014 ServiceNow All Rights Reserved 3Confidential
But first…
© 2014 ServiceNow All Rights Reserved 4Confidential
IT must reinvent itself to remain relevant
ITBM ITSM ITOM
Incidents  ...
© 2014 ServiceNow All Rights Reserved 5Confidential
...and think of itself as an enterprise service provider
ERM
ITSM
HRSA...
© 2014 ServiceNow All Rights Reserved 6Confidential
Requester
SERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
SERVICE CATALOG...
© 2014 ServiceNow All Rights Reserved 7Confidential
...and most ServiceNow customers know it
97%
90%
88%
84%
67%
49%
33%
1...
© 2014 ServiceNow All Rights Reserved 8Confidential
Create a service-oriented culture...
Analyze your
app portfolio.
Docum...
© 2014 ServiceNow All Rights Reserved 9Confidential
...then be prepared to manage demand
What resources are required from ...
© 2014 ServiceNow All Rights Reserved 10Confidential
Define, manage, and own the service lifecycle
Empower users with intu...
© 2014 ServiceNow All Rights Reserved 11Confidential
Inspire us!
1. What’s one way you could shift from being a tactical p...
© 2014 ServiceNow All Rights Reserved 12Confidential
“Everything you can imagine is real.”
-Pablo Picasso
Dan Turchin
Serv...
Upcoming SlideShare
Loading in...5
×

Defining the service-oriented enterprise - June 2014 - Dan Turchin

285

Published on

What's required for IT to shift from technology traffic cop to strategic business advisor. What's required for the CIO to become the Chief Innovation Officer?

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
285
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
17
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Defining the service-oriented enterprise - June 2014 - Dan Turchin

  1. 1. © 2014 ServiceNow All Rights Reserved 1Confidential Defining the service-oriented enterprise Prepared for Milwaukee customer event June 3, 2014 5:45 PM Dan Turchin | ServiceNow Sr. Director Product Strategy
  2. 2. © 2014 ServiceNow All Rights Reserved 2Confidential Defining the service-oriented enterprise 1. What it means and why it will change the way we work 2. How innovative IT departments are leading by example 3. How to transform Service Management through innovation and automation
  3. 3. © 2014 ServiceNow All Rights Reserved 3Confidential But first…
  4. 4. © 2014 ServiceNow All Rights Reserved 4Confidential IT must reinvent itself to remain relevant ITBM ITSM ITOM Incidents  Problems  ChangesDashboards  BOM  Services CMDB  Events  Alerts
  5. 5. © 2014 ServiceNow All Rights Reserved 5Confidential ...and think of itself as an enterprise service provider ERM ITSM HRSA FSALOBSA ... ALMUEM
  6. 6. © 2014 ServiceNow All Rights Reserved 6Confidential Requester SERVICE CATALOG SEARCH KNOWLEDGE COLLABORATE SERVICE CATALOG SEARCH KNOWLEDGE COLLABORATE Provider Executive SERVICE RECORD > HELP > ORDER > CHANGE > INFO SERVICE-ORIENTED WORKFLOW REPORTING & ANALYTICS All service relationships have a lot in common
  7. 7. © 2014 ServiceNow All Rights Reserved 7Confidential ...and most ServiceNow customers know it 97% 90% 88% 84% 67% 49% 33% 19% 18% 14% 11% 8% 8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% +>9,000 custom apps • DNS provisioning • Public relations references • Office supply procurement • R&D policy compliance • Factory inspection audits • Drilling rig engineering • Applicant tracking • Customer service awards • Employee DVD sharing • Mobile retail inventory • Document translation • Expense management ...
  8. 8. © 2014 ServiceNow All Rights Reserved 8Confidential Create a service-oriented culture... Analyze your app portfolio. Document your service delivery process. Recruit a design partner.
  9. 9. © 2014 ServiceNow All Rights Reserved 9Confidential ...then be prepared to manage demand What resources are required from the LOB? Who prioritizes requests for new apps? Who pays? Is there a chargeback model? Who supports the apps? How do you measure success? Ask these five questions first
  10. 10. © 2014 ServiceNow All Rights Reserved 10Confidential Define, manage, and own the service lifecycle Empower users with intuitive interfaces Make it easy to access familiar services Visually monitor service health
  11. 11. © 2014 ServiceNow All Rights Reserved 11Confidential Inspire us! 1. What’s one way you could shift from being a tactical provider of technology to being a strategic service provider? 2. How has your organization embraced trends re-shaping IT like BYOD, consumerization of enterprise technology, and the shift toward a millennial- dominated workforce? 3. Describe one innovative solution to a business problem your team has introduced?
  12. 12. © 2014 ServiceNow All Rights Reserved 12Confidential “Everything you can imagine is real.” -Pablo Picasso Dan Turchin ServiceNow | Sr. Director Product Strategy e: dan.turchin@servicenow.com p: (408)899-3954 m: (650)533-0918
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×