World Wide Technologies ITSM SaaS Case Study Reducing Costs through IT Service Management

Marc Talluto Fruition Partners [email_address] 888.440.2730 x703 Sara Goellner World Wide Technology, Inc. Director, IT Governance Matt French Service-now.com Director, Marketing [email_address] 858.345.1905

Marc Talluto

Fruition Partners

[email_address]

888.440.2730 x703

Sara Goellner

World Wide Technology, Inc.

Director, IT Governance

Matt French

Service-now.com

Director, Marketing

[email_address]

858.345.1905

How IT Loses Money Rethinking IT with Service Management Opportunities to Save Money Technology as an Enabler Case Study: World Wide Technology, Inc. Question and answer

How IT Loses Money

Rethinking IT with Service Management

Opportunities to Save Money

Technology as an Enabler

Case Study: World Wide Technology, Inc.

Question and answer

how IT loses money and budget System Outages If the business can’t process work, revenue is lost Customers perceive outages as company ‘instability’ Time wasted fixing outages not building solutions ‘ Churn’ of IT resources Unorganized work causes inefficiency causes delays Inefficiency makes the Business restrain IT’s budget Outdated technology can turn customers away Overspend on Assets Unmanaged supplier performance and spend Add capacity rather than fixing problems Unknown usage patterns and purpose

System Outages

If the business can’t process work, revenue is lost

Customers perceive outages as company ‘instability’

Time wasted fixing outages not building solutions

‘ Churn’ of IT resources

Unorganized work causes inefficiency causes delays

Inefficiency makes the Business restrain IT’s budget

Outdated technology can turn customers away

Overspend on Assets

Unmanaged supplier performance and spend

Add capacity rather than fixing problems

Unknown usage patterns and purpose

rethinking IT Customers, Business, and IT Major focus has been on the customer and the business IT can no longer be managed in silo’s Learning to treat the business as the customer of IT IT as a Business Treat the IT department as a standalone service provider Define services offered and associated costs Break down the ‘silos’ within IT Service Management Offer ‘services’ and not technology Align IT services to Business services Changing minds within IT

Customers, Business, and IT

Major focus has been on the customer and the business

IT can no longer be managed in silo’s

Learning to treat the business as the customer of IT

IT as a Business

Treat the IT department as a standalone service provider

Define services offered and associated costs

Break down the ‘silos’ within IT

Service Management

Offer ‘services’ and not technology

Align IT services to Business services

Changing minds within IT

IT service management Messaging Service Business users see services that allow them to perform their operational tasks without consideration of technical complexity. E-mail Blackberry Instant Messaging The IT Perspective Technology departments are often specialized by platform and/or function and focus on system components. Facilities Network Applications Servers Desktop NOC Service Desk Suppliers Service Management Bridging the perspective gap between an IT view and the Business view is the goal of IT Service Management. Business Perspective IT Perspective

cost saving opportunities Risk Avoidance - Prevent Downtime Increase production change successes Define control of IT environments Increase coordination of releases Resource Efficiency - Reduce Interrupts Enable staff to be more productive Deliver projects on-time and under budget Define processes, measure results Financial Controls – Manage Assets Supplier performance and management Reduce excess resource capacity (HW, SW, People) Right-size software licensing

Risk Avoidance - Prevent Downtime

Increase production change successes

Define control of IT environments

Increase coordination of releases

Resource Efficiency - Reduce Interrupts

Enable staff to be more productive

Deliver projects on-time and under budget

Define processes, measure results

Financial Controls – Manage Assets

Supplier performance and management

Reduce excess resource capacity (HW, SW, People)

Right-size software licensing

the quilt of automation E-mails to user groups Team intranet site Subscribers to notifications Team based spreadsheet for responsibility Institutional knowledge of owners Wiki’s, SharePoint, project file folders, 1-off documents, FAQ’s, saved e-mails Paper forms E-Mail boxes Help Desk ticketing system Team policies and procedures Platform HW/SW standards Business owns budget or no chargeback Communication Ownership Knowledge Management Workflow IT Governance Common Challenge Disparate Solutions

E-mails to user groups

Team intranet site

Subscribers to notifications

Team based spreadsheet for responsibility

Institutional knowledge of owners

Wiki’s, SharePoint, project file folders, 1-off documents, FAQ’s, saved e-mails

Paper forms

E-Mail boxes

Help Desk ticketing system

Team policies and procedures

Platform HW/SW standards

Business owns budget or no chargeback

Service Catalog Change Problem Process Management Incident Knowledge Release Shared Services Asset Operational Automation Employee Self-help Service Request

Single platform modular, natively integrated service management apps Web 2.0 architecture internet is our dev environment & delivery vehicle Based on ITIL V3 guidance built from the ground up, but extremely customizable Fastest implementations proven implementation methodology resulting in working product Automatic upgrades preserve customizations & secure your investment 30+ released integrations secure integrations using Web Services SOAP & WSDL Redundant security physical, communications, application, data, integration security our technology Inspired by:

Single platform

modular, natively integrated service management apps

Web 2.0 architecture

internet is our dev environment & delivery vehicle

Based on ITIL V3 guidance

built from the ground up, but extremely customizable

Fastest implementations

proven implementation methodology resulting in working product

Automatic upgrades

preserve customizations & secure your investment

30+ released integrations

secure integrations using Web Services SOAP & WSDL

Redundant security

physical, communications, application, data, integration security

six year TCO 300 User Environment Service-now.com SIX YEAR TCO: $1.3M Annual subscription: $1.2M 300 process users Software maintenance fees: $0 Included in subscription Consulting: $45K Flat-fee implementation, auto-upgrades Training: $0 No charge for Admin training People resources: $67K Administration Infrastructure: $0 Provided by software publisher Software ownership SIX YEAR TCO: $5.7M Initial software purchase: $1M 300 process users Software maintenance fees: $1.8M 18 – 35% of purchase price annually Consulting: $1.2M Implementation, upgrades, ongoing Training: $52K $8,800 annually People resources: $1.6M Implementation, admin, upgrades Infrastructure: $100K Hardware, software, data center

predictability vs. volatility Upgrade / Hardware refresh Initial implementation Upgrade / Hardware refresh Ongoing maintenance Initial implementation Automate more business processes $ Year 1 Legacy tools Service-now.com Year 2 Year 3 Year 4 Year 5 Year 6

customers by industry Conglomerate Gannett Co., Inc. GE Asset Management Education Vancouver Community College The School at Columbia University Columbia Business School University of San Francisco Pacific University Rady School of Management, UCSD Oral Roberts University Gemological Institute of America TSL Education OUHSC/IT Burnham Institute Entertainment Turbine, Inc National Public Radio Intrawest Resorts NBA Properties Inc. Tickets.com EMI Music Publishing CBS Corporation Finance Unitus Community Credit Union NCB FIS Austrailasia Pty Ltd Veda Advantage Anchor Trust Consumer Credit Counselling Service ABN AMRO Bank N.V. Interbank FX Citi Residential Lending, Inc. UBS AG - London Branch Artio Global Investors Federal Home Loan Bank of Des Moines Santander Consumer USA Federal Home Loan Bank Office of Finance MSU Federal Credit Union H&R Block, Inc. First American Trust Deutsche Bank AG Allianz NC State Employees' Credit Union Services Starcom Patni Computer Systems, Inc. Bayonette AS Starwood Hotels & Resorts Hyatt Corporation Cancer Council New South Wales Publicis Groupe Blackhawk Network Intergraph Corporation Canpar Beard Miller Company Innovation Institute of Ontario America's Remote Help Desk Active Network KGB Apartment Investment and Management Co. PriceWaterhouseCoopers - NL Provision Ministry Group TechFlow, Inc. T.B.Penick & Sons,Inc. Cedar Consulting Profitline Denali Advanced Integration Edmunds.com Latham and Watkins LLP Real Foundations Minster Law Ltd. Tyco Fire and Security Sita Aero Cargonaut B.V. OPP PKF Authentium Totaljobs.com Yorkshire and Humber Grid for Learning Brinks-Netherlands Knowledge Learning Corporation UCAS Reed Exhibtions LogicaCMG Fuji Xerox Australia Wellcome Trust Letourneau Technologies Archstone Communities, LLC Awana Clubs International Orrick, Herrington & Sutcliffe LLP Advertising.com Government US Army National Ground Intelligence Center US Railroad Retirement Board Central Office of Information (COI) Lockheed Martin Corporation Medical Council of Canada Tulare County South of Tyne and Wear NHS British Columbia Registry Services St Mungos City Of Fontana Your Homes Newcastle Clark County Information Technology Department NC Dept of Transportation Brazos County State of Colorado City, County of San Francisco Human Service Agency State of Idaho South West England Regional Development Agency City of Boise County Of Ventura Healthcare Stryker Corporation FirstCare Health Plans NHS - London Programme for IT North Memorial Health Care Bradford District Care Trust San Antonio Community Hospital Centracare Health Systems ResMed, Inc. American Medical Systems, Inc. Blue Cross and Blue Shield of Minnesota Ohio State University Medical Center OhioHealth Corporation Cancer Research UK NetHope Insurance Brit Insurance The Argus Group Argonaut Group, Inc. Alliant Insurance Services AIG Global Services USI Insurance Services LLC Pensions Insurance Corporation MetLife, Inc. ICW Group CIGNA Corporation Manufacturing Phoenix Footwear Group, Inc. Westinghouse Rail Systems Ltd Plexus Corp. Pioneer Natural Resources Rowan Companies, Inc. Zamil Industrial Investment Co (ZIIC) Dynea Oy McCain Traffic Supply, Inc. Solutia Inc Milgard Windows & Doors American Gypsum Flow International Corp. Steelcase Inc Safety-Kleen Systems, Inc. Acument Global Technologies, Inc Leiner Health Products, Inc. Safetran Systems Corp Pharmaceutical Lantheus Medical Imaging Endo Pharmaceuticals, Inc. Taconic Farms, Inc. Bioreliance The Jackson Laboratory Watson Pharmaceuticals, Inc. Biosite Verenium Corporation Sonora Quest Labs Gen-Probe Inc IBA Jazz Pharmaceuticals Retail Smart and Final Blokker Inchcape Sephora Metcash Red Robin International, Inc. Jo-Ann Stores, Inc Staples, Inc Burlington Coat Factory Telecom Cricket Communications E! Entertainment Television, Inc. Cisco Systems Qualcomm, Inc. MS Wireless Five TV Technology CompuCom Systems, Inc. Coleman Technologies Inc. Atmel Corporation EnerNOC. Inc. Conexion LLC Court Square Data Group, Inc Quest Software PMC-Sierra Vocus Odyssey Financial Technologies Dimension Data - Corporate Juniper Networks, Inc. TargusInfo Technology Partners International Predictive Technologies, Inc. Altera Corporation MadCatz Interactive, Inc Teamsolve Ltd. 2B Interactive World Wide Technology, Inc. a&o systems+services Ltd The Generations Network Dolby Laboratories, Inc. GlassHouse Technologies Ltd. Intraware, Inc. Do IT Smarter GTC Systems StrataCare Bitbrains iT Services BV FutureTrade, Inc WagerWorks, Inc. Transportation NYK Logistics Manitowoc Company, Inc. Transfreight Inc CH Robinson Worldwide, Inc. Utility Progress Energy Key Energy Services, Inc. Arizona Public Service ONEOK, Inc. PPL Corporation Infinis, Ltd Macquarie Generation Vector Communications City Utilities of Springfield Missouri

World Wide Technology, Inc Systems Integrator providing technology products, services, and supply chain solutions Founded in 1990 $3B in revenue 1000+ employees, 120 IT employees 60+ active IT projects + support and minor enhancements

Systems Integrator providing technology products, services, and supply chain solutions

Founded in 1990

$3B in revenue

1000+ employees, 120 IT employees

60+ active IT projects + support and minor enhancements

ReThink IT Streamline support/focus on projects and enhancements More effective resource sharing Reduce op-ex and cap-ex with better visibility into asset base Tool consolidation resulting in reduced IT development costs 2007 IT Optimization Goal: run IT like a business

Streamline support/focus on projects and enhancements

More effective resource sharing

Reduce op-ex and cap-ex with better visibility into asset base

Tool consolidation resulting in reduced IT development costs

approach ITIL Education IT Governance Team Process Owners ITIL Assessments Process Design

Service-now.com selection Most cost effective solution Evaluated and approved by IT cross functional team Based on ITIL, provides best practice structure with flexibility of being compliant with the latest Web services standards Incident Management functionality will address 85% of current CCC IT enhancement requests out of the box

Most cost effective solution

Evaluated and approved by IT cross functional team

Based on ITIL, provides best practice structure with flexibility of being compliant with the latest Web services standards

Incident Management functionality will address 85% of current CCC IT enhancement requests out of the box

Service-now.com selection Fully integrated robust reporting tool Integration capability rated more straight forward than Salesforce.com by WWT integration team Configuration functionality provides potential to create custom modules Solid track record of application enhancements Ease of use, training, and customization continued

Fully integrated robust reporting tool

Integration capability rated more straight forward than Salesforce.com by WWT integration team

Configuration functionality provides potential to create custom modules

Solid track record of application enhancements

Ease of use, training, and customization

success to date Incident Management Consistent IT process, including prioritization Improved analytics/reporting Configuration Item Ownership Employee Self Service Configuration Management Central repository of hardware assets Integration with Change and Asset Management Change Management Consistent IT process, including prioritization, risk assessment, and regular CAB meetings for both operations and application development changes Asset Management Central repository of all IT purchases and contracts Integration with Configuration Management

Incident Management

Consistent IT process, including prioritization

Improved analytics/reporting

Configuration Item Ownership

Employee Self Service

Configuration Management

Central repository of hardware assets

Integration with Change and Asset Management

Change Management

Consistent IT process, including prioritization, risk assessment, and regular CAB meetings for both operations and application development changes

Asset Management

Central repository of all IT purchases and contracts

Integration with Configuration Management

cost savings Reduced time spent on incident and change administration (prioritization, escalation, status reporting) Reduced time on resource management (measuring workload, productivity, etc) Reduced time spent finding correct assignment group Retired two custom applications Improved timeliness of contract renewals Improved communication between operations and application development teams

Reduced time spent on incident and change administration (prioritization, escalation, status reporting)

Reduced time on resource management (measuring workload, productivity, etc)

Reduced time spent finding correct assignment group

Retired two custom applications

Improved timeliness of contract renewals

Improved communication between operations and application development teams

additional info Service-now.com: http://www.service-now.com No registration demo at http://demo.service-now.com Request more info at http://info.service-now.com/forms/request-information Fruition Partners: http://www.fruitionpartners.com Thank You!

Service-now.com: http://www.service-now.com

No registration demo at http://demo.service-now.com

Request more info at http://info.service-now.com/forms/request-information

Fruition Partners: http://www.fruitionpartners.com

question & answer