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Enabling SIAM and XaaS through ServiceNow

Both Service Integration and Management (SIAM) and Everything-as-a-Service (XaaS) provide opportunities and risks for the modern IT Service Organisation. Whilst selective multi-sourcing brings cost-competitive specialisation, it also brings the challenges of knitting together a complex supplier ecosystem. Whilst ‘as-a-Service’ presents opportunities for IT to transform enterprise functions, it also requires a mastery of service management both inside and outside IT. Join Axel Biere (Ahold), Rasit Tastepe (Accenture) and Damian Harris (Accenture) as they demonstrate how ServiceNow can play a key role in exploiting the opportunities and mitigating the risks that SIAM and XaaS bring.

For a video of the presentation, please check https://youtu.be/TFXv3bMnVE0

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Enabling SIAM and XaaS through ServiceNow

  1. 1. ©  2015  ServiceNow  All  Rights  Reserved     AXEL  BIERE   SENIOR  SERVICE  MANAGER   Ahold  Europe   @AxelBiere       #NowForum       DAMIAN  HARRIS   GLOBAL  STRATEGY  LEAD:  SERVICE  MANAGEMENT   Accenture     @damianharris123   Enabling  SIAM  and  XaaS  through  ServiceNow  
  2. 2.   ©  2015  ServiceNow  All  Rights  Reserved     @AxelBiere    |    #NowForum     About  Ahold  
  3. 3.   ©  2015  ServiceNow  All  Rights  Reserved     @AxelBiere    |    #NowForum     Our  Service  Integra5on  &  Management  Journey   Silo’s  /  Jiggsaw   Manage  E2E   Single  Business  Facing  IT  Organiza3on  
  4. 4.   ©  2015  ServiceNow  All  Rights  Reserved     @AxelBiere    |    #NowForum     Offering  End  To  End  services   Business  produc3vity  increase  
  5. 5.   ©  2015  ServiceNow  All  Rights  Reserved     @AxelBiere    |    #NowForum     Change  Orchestra5on   Enable  business  speed  and  agility  
  6. 6.   ©  2015  ServiceNow  All  Rights  Reserved     @AxelBiere    |    #NowForum     Spinoff  Benefits   Control  on  Costs  and  Risk  &  Compliance  
  7. 7.   ©  2015  ServiceNow  All  Rights  Reserved     @AxelBiere    |    #NowForum     Where  Do  We  Go  From  Here  
  8. 8.   ©  2015  ServiceNow  All  Rights  Reserved     8   Top  Takeaways   Standardize  and  create  uniform  soluYons  which  are  reused  across  mulYple  suppliers   Start  with  the  end  in  mind,  but  execute  agile   Manage  all  aspects  of  the  change:  People,  Process,  Technology   1   2   3  
  9. 9. @damianharris123    |    #NowForum   ©  2015  ServiceNow  All  Rights  Reserved     The  problem  with  Service  Integra5on  and  Management  (SIAM)…   …but  the  business  is  dissaYsfied  All  SLAs  are  green…  
  10. 10. @damianharris123    |    #NowForum   ©  2015  ServiceNow  All  Rights  Reserved     5  components  of  successful  SIAM  Func5ons…   Business I.T.
  11. 11. @damianharris123    |    #NowForum   ©  2015  ServiceNow  All  Rights  Reserved     ServiceNow  enabling  SIAM  
  12. 12. @damianharris123    |    #NowForum   ©  2015  ServiceNow  All  Rights  Reserved     ServiceNow  enabling  SIAM   Accenture  Service  IntegraYon  Bus   (built  on  ServiceNow)   Single  Architecture   Shared  Resources   Single  Data  Model   Custom  App  Dev   SERVICE  AUTOMATION  PLATFORM   Service  Providers   Departments   BUSINESS  MANAGEMENT   AnalyYcs  Governance   Project  Vendor   Demand  Resource  Financial   APPLICATION  DEVELOPMENT   ‘CiYzen’   Creators   Professional   Creators   SDLC   App  CreaYon   OPERATIONS  MANAGEMENT   Cloud  Mgmt  OrchestraYon  Discovery   Service  Creator  Event  Service  Mapping   Test   SERVICE  MANAGEMENT   Field  Svc   HR   FaciliYes  MarkeYng  Legal   Finance   IT   Asset   Change  Catalog   CMDB   Incident   Problem  Case   Knowledge   Vendor  A  Service   Management   Toolset   Vendor  B  Service   Management   Toolset   Vendor  C  Service   Management   Toolset   Vendor  D  Service   Management   Toolset   Vendor  E  Service   Management   Toolset   etc  
  13. 13. @damianharris123    |    #NowForum   ©  2015  ServiceNow  All  Rights  Reserved     Everything-­‐as-­‐a-­‐Service  (XaaS):  The  Power  of  AND   BUSINESS   DIFFERENTIATION   MarkeYng   HR   Legal   FaciliYes   Finance   IT   etc   As-­‐a-­‐Service  Stack   Business  processes   ApplicaYons  and  plagorms   Cloud     Security     Infrastructure     BUSINESS     THREATS   TECHNOLOGY-­‐   ENABLED     OPPORTUNITIES  
  14. 14. @damianharris123    |    #NowForum   ©  2015  ServiceNow  All  Rights  Reserved     ServiceNow  enabling  XaaS   Single  Architecture   Shared  Resources   Single  Data  Model   Custom  App  Dev   SERVICE  AUTOMATION  PLATFORM   Service  Providers   Departments   BUSINESS  MANAGEMENT   AnalyYcs  Governance   Project  Vendor   Demand  Resource  Financial   APPLICATION  DEVELOPMENT   ‘CiYzen’   Creators   Professional   Creators   SDLC   App  CreaYon   OPERATIONS  MANAGEMENT   Cloud  Mgmt  OrchestraYon  Discovery   Service  Creator  Event  Service  Mapping   Test   SERVICE  MANAGEMENT   Field  Svc   HR   FaciliYes  MarkeYng  Legal   Finance   IT   Asset   Change  Catalog   CMDB   Incident   Problem  Case   Knowledge   Key  Value  Levers   of  XaaS   Plug  in   Standardized   ConsumpYon  based   Outcome  oriented   Scalable   Vendor  agnosYc   InnovaYon  enabled   Future  protected  
  15. 15. @damianharris123    |    #NowForum   ©  2015  ServiceNow  All  Rights  Reserved     Thank  You   AXEL  BIERE     SENIOR  SERVICE  MANAGER       Ahold  Europe     axel.biere@ahold.com   DAMIAN  HARRIS     GLOBAL  STRATEGY  LEAD:   SERVICE  MANAGEMENT     Accenture     damian.harris@accenture.com   #NowForum   @AxelBiere   @damianharris123  

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