Service-now.com and OhioHealth Corporation SaaS IT Service Managment Case Study

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    Speed to MarketA few weeks ago we had an MSP in the UK purchase on Friday and go live on Monday. While this is possible with Service-now.com it is the not the norm…or even recommended. On average, our customers are live in 12 weeks. We make sure technology is not the gating factor while helping to make sure processes and the organization are ready. Brit Insurance is a good example of a common big bang implementation of Service-now.com. In a little less than 12 weeks, they were live with:Incident ManagementService Level ManagementProblem ManagementProblem ManagementChange ManagementFacilities ManagementSelf ServiceIntegration to Altiris and Active DirectoryFlexibilityEvery business is different. Out of the box is rarely effective in IT service management. Global law firm Orrick was restricted by their legacy service desk tool from providing the IT services their business needed. After dropping the old tool, Service-now.com accommodates their processes instead of hindering them.”H&R Block and Intrawest Resorts face unique and seasonal demands on their business and IT services. Whether it’s tax season or ski season, the IT organizations of these two Service-now.com customers needs to be scalable and flexible.Lower CostConsidering the extortion that has taken place in this industry for the last couple of decades, we don’t think it is too difficult to provide a more fiscally responsible alternative. Big or small, our customers realize cost savings. Unitus Community Credit Union expects a return on their Service-now.com investment in six months. Deutsche Bank cancelled $4.5 million in annual software maintenance.Simple and ConsistentJazz Pharmaceuticals said, “Service-now.com is like using Google or Amazon.com for IT service management. We are making a concerted effort to use Web-based, SaaS technologies to align with our company philosophy to do things in the most efficient way possible.”Cisco said, “When we actually started using Service-now.com in a pilot, we saw more efficiencies than we had seen in probably three to four years within our group. Service-now.com just worked. Within a week we were up and running. It was fantastic. I’ve never seen it before in this industry.With Service-now.com I saw innovation and features that I didn’t even expect to be available. They are way ahead of our thinking. They are leading us now, which is great. I want a vendor for my company to lead like that, especially in ITIL.”

    Lower RiskSantander Consumer USA said, ““With the last tool we deployed, the implementation alone cost us six figures. Service-Now.com cost just $33,000 to deploy. Time to deployment was also 20% less.”ControlCompuCom Systems and Dimension Data are extreme examples of Service-now.com customization. They are providing customized IT service automation to hundreds of their customers.SecureVeriSign is one of the most telling stories regarding confidence in SaaS and Service-now.com security. As one of the largest and most successful Security vendors in the market place, VeriSign thoroughly evaluated Service-now.com security infrastructure and found Service-now.com to exceed their expectations. VeriSign is currently a Service-now.com customer with 500 users.David Coyle of Gartner recently stated, “many IT organizations don't consider the data in their service desk tools to be sensitive. As one Gartner client said, \"If my competition got hold of my service desk tool data and was able to see that I have problems with our laptops, connectivity, Microsoft applications and so on, it wouldn't be a big deal. There isn't much exposure to sensitive data there.\" Although data security and privacy is a concern with SaaS solutions, it is less a concern with service desk tools.”That said, we wouldn’t have some of the largest and most prestigious financial, insurance and healthcare companies in the world using Service-now.com if we didn’t take security very seriously. Our reputation as a SaaS vendor is on the line and we are dedicated to exceeding your data security expectations.IntegrationStaples built Service Request and Service Catalog supporting more than 90,000 employees.Staples integrations:1. Ariba - CSV import via FTPS that creates service catalog request items2. PeopleSoft - CSV import via FTPS that creates and updates users3. Cognos, Citrix applications, Remedy, Kronos, BigFix, Starteam, Oracle servers, etc ad-hoc file based imports 

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    Service-now.com and OhioHealth Corporation SaaS IT Service Managment Case Study - Presentation Transcript

    1. OhioHealth Corporation Case Study: IT Cost Center to Valued Business Partner
    2. Garrick A. Vance, JD Lead Analyst / ITIL Process Manger OhioHealth Corporation Matt French Marketing Director Joel Blagg Senior Solution Consultant
    3. • OhioHealth case study • Service-now.com intro and demonstration discussion points
    4. OhioHealth Case Study: IT Cost Center to Valued Business Partner
    5. Some OhioHealth Hospitals 5
    6. OhioHealth – Fast Facts  Revenue (2007): $1.83 Billion, AA Bond  Employees: +14,000  Staffed beds: 2,000  Emergency visits: 325,000  IT FTEs: 285, (~325 headcount)  Pounds of laundry: More than 16 million 6
    7. OhioHealth – IT Structure  Standard hierarchy, CIO reports to CFO  Process owners and managers / accountability  Centralized service desk  Mixed: – L1, L2, & L3 support – System (Application) Administrators – Non-IT – Some additional support, doesn’t fall under IT control  “Incremental improvement versus delayed perfection” 7
    8. Hours Open Before Closure 0 24 48 72 96 120 144 168 Jul-05 Aug-05 Sep-05 Oct-05 Nov-05 KPI 1: Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06 Jun-06 Average Resolution Time Jul-06 Aug-06 Sep-06 Oct-06 Average resolution time of incidents. Nov-06 Dec-06 Crit Med High 8
    9. KPI 2: Incident resolutions that met the service level objectives set by I.S. Incident Resolutions 100.00% 90.00% 80.00% % that met Service Level 70.00% 60.00% Actual 50.00% Target 40.00% 30.00% 20.00% 10.00% 0.00% Jul-05 Jul-06 Jan-06 Jun-06 Nov-05 Nov-06 May-06 Mar-06 Oct-05 Oct-06 Dec-05 Apr-06 Dec-06 Aug-05 Sep-05 Aug-06 Sep-06 Feb-06 Month 9
    10. KPI 3: Customer Survey Satisfaction Results 5 4.5 4 3.5 3 No De Ja Fe Ma Ap Ma Ju J Au Se Oc No De Ja Fe Ma Ap Ma Ju J Au Se Oc No v- c- n- b- r- r- y- n- ul- g- p- t- v- c- n- b- r- r- y- n- ul- g- p- t- v- 05 05 06 06 06 06 06 06 06 06 06 06 06 06 07 07 07 07 07 07 07 07 07 07 07 COMT Satisfaction with incident management COMT Importance of incident management End user satisfaction with call center attendants End user importance of call center attendants 10
    11. Vision: The Service Desk Provides customers with a single point of contact, advice, guidance, and rapid restoration of normal service. Its focus is customer service. Defined: Call Center - emphasis is on handling a large volume of phone calls Help Desk -  Manages, coordinates, and resolves Incidents as quickly as possible  Ensures that no request is lost, forgotten, or ignored  Links to Configuration Management and Knowledge tools are generally used as supporting technologies. 11
    12. 2007 Focus: Incident Management Goals: Restore service as quickly as possible  Minimize the adverse impact on the business  Ensure best use of resources  Maintain and apply a constant approach to managing incidents Definitions: “An incident is an event which is not part of the standard operation of a service and which causes or may cause, an interruption to, or reduction in the quality of that service” “A request for service is a request from a user for support, delivery, information, advice, documentation, not being a failure in the IT infrastructure” 12
    13. Situation with Current Enabling Technology  Product X implemented in 2000 when CSC was in-sourced – 6 versions behind current release – After several acquisitions, taken off the market – Constant complaints with web access – One person in Israel supports this product  Agreement to purchase Product Y in 2003 – Years and dollars later, no usable production system – Finalizing negotiations with them – Needed for remote control and asset management, unless we can find a replacement 13
    14. System Selection  RFP sent to 5 vendors – Specific criteria aligned with ITIL processes  Vendor demos conducted  Top 2 vendors identified  Proof of concept with vendors  Contract negotiated  Funding obtained  Project initiated 14
    15. Project Statement  To implement Service-Now.com as an integrated IS service support system, starting with Incident Management, that improves the consistency, predictability, and staff productivity of delivering agreed services to our customers. 15
    16. Incident Management Phase 1 Project Scope  IN SCOPE implemented December 2007 – Incident Management process including  Customer self service  Current escalation management processes converted – Existing online catalog services migrated to new Service Catalog – Workstation assets migrated to CMDB – Service Desk monitoring & reporting tools – Contact data from reliable source (AD/ADAM, PeopleSoft etc.) – Staff system training 16
    17. Service-now.com modules implemented since January 2008  Change Management  IT Service Continuity Management  Service Asset and Configuration Management  Service Level Management  Project Management 17
    18. Results 5 4.5 Rating 4 3.5 3 2/1/2007 5/1/2007 8/1/2007 2/1/2008 5/1/2008 8/1/2008 2/1/2009 5/1/2009 11/1/2007 11/1/2008 Time End user satisfaction with call center attendants End user importance of call center attendants 18
    19. Results…cont 5 4.5 Rating 4 3.5 3 2/1/2007 5/1/2007 8/1/2007 2/1/2008 5/1/2008 8/1/2008 2/1/2009 5/1/2009 11/1/2007 11/1/2008 Time COMT Satisfaction with incident management COMT Importance of incident management 19
    20. Customer Support Center 20
    21. On the Horizon  Problem Management: Summer 2009  Service catalog expansion  Auto discovery capabilities enhanced 21
    22. Shared Services Employee Self-help Service Request Process Management Incident Problem Knowledge Service Catalog Change Release Asset Operational Automation
    23. unique to Service-now.com speed to market •Implement in 25% time •Automate more processes faster •Continuous improvement flexibility •Quickly change business processes, impact-free •Use out of box, customize or build new apps •Licensing designed for you lower cost •Reduce IT management costs by 60% •Implement at fraction of subscription fee •Zero infrastructure and upgrade costs simple &consistent •Modern, consistent Web 2.0 usability •Single administration across all processes •Organic development, no acquisitions
    24. unique to Service-now.com lower risk •Minimal upfront investment •Demonstrate positive results faster •Always on the current version, no version-lock control •Big bang or phased implementation •Use ITIL and customize to meet your needs •Complete visibility through native reporting secure •SAS 70 Type II data centers, redundancy •Encryption, single sign-on, VPN tunneling •Dedicated database & application set effortless integration •Web-services shrinks integration time, cost •Secure integrations HTTPS, SOAP, WSDL •50+ released and supported integrations
    25. demonstration
    26. question and answer
    27. additional info Learn more at http://www.service-now.com Demo.service-now.com Thank You!

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