ProV International , Inc (www.provintl.com) is a global IT solution provider, and a Service-now Business Partner with very strong ITOM services delivery capabilities that can assist your organization meet or exceed your ITOM tools deployment and custom integration needs using our Service-now implementation best practices. Our dedicated IT Operations Management (ITOM) team has the required knowledge (Certifications / Accreditations) and hands-on experience needed to ensure your ITOM projects is delivered successfully. This Presentation attempts to capture some of our capabilities and best practices in this regard.To learn more about how we can help you best deliver and support a new or existing ITOM tools investment, you can contact us at info@provintl.com.

1. ITOM: Tools, Integrations & Implementation Best Practices…
IT Operations Management (ITOM) Services Delivery

2. www.provintl.com
Why IT Operations
Management (ITOM)?
▪ Minimizes the gap between IT support processes and changing
business requirements.
▪ Presents a unified approach to managing IT Infrastructure’s
(Hosts, Network, Storage and Applications etc.) availability and
their integrated processes with real-time remediation
capabilities.
▪ Critical for every IT organizations’ stakeholders responsible for
smooth delivery of high-performing IT operations.
▪ Core to SLA/KPI compliance and monitoring best practices.
▪ Main driving force for ROI in IT budgets.
218-07-2017 Outsmart Service Outages

3. www.provintl.com
Some Challenges of
IT Operations ▪ Globalization and Rapid Growth of IT Operations
▪ Lack of Visibility to Business Services & Dependencies
▪ Complex & Distributed Applications & Platforms
▪ Quality of Service Delivery (QOS)
▪ Resolution Time Commitments (SLAs, MTTR)
▪ Lack of structured ITIL Processes and Procedures
▪ Etc.
318-07-2017 Outsmart Service Outages

4. www.provintl.com
ServiceNow ITOM Tools
418-07-2017 Outsmart Service Outages
ServiceNow ITOM Tools helps your organization to proactively track and manage your IT infrastructure resources and systems:
Discovery Orchestration Cloud Management
Service Mapping
(Service Watch)
Event Management
Find IP Devices, Services
and Applications on your
network infrastructure
(known as Configuration
Items) and update the
CMDB with the results in
an organized manner.
Ability to manage (external
or internal) processes and
automate activities using
the ServiceNow workflow
engine as main driving
force.
Manage your cloud
provisioning resources
from Amazon Web Services
(AWS), Microsoft’s Azure,
etc., and VMware
offerings.
Ability to use a “top-down”
methodology to discover
and automatically map
targeted “Business
Services” ‘s Configuration
Items (CI’s) objects /
patterns and build a logical
view of all devices and
their inter-dependencies
therein in support of IT
services management.
Use a single Dashboard to
manage your infrastructure
availability items across
multiple event sources
(even from third party
tools) and automatically
create needed ITSM
components (incident,
problem & change records)
in support of Service
Management

5. www.provintl.com 7/18/2017 ProV Managed Services - IFS 5
ProV ServiceNow
Team
50+
Certifications
70+
Resources
▪ 25+ Certified in ServiceNow administration
▪ 5 + Certified in implementations
▪ 3 + App. development
▪ 2 Certified in Discovery accreditation
▪ 10 + Certified in HR
▪ 5 + Certified in Azure, Oracle & CCNA
▪ 1000+ Man months experience in SN implementation, support
and FSM
▪ 14000+ Man months in managed services , end user support and
Training
▪ Resources mobilized around the world:
Europe / Asia / Africa / North America
Denmark / Germany / Sri Lanka / Brazil

6. www.provintl.com
ServiceNow Solution – Seamlessly Integrated
618-07-2017 Outsmart Service Outages
IT Service Management
(Service - Oriented)
IT Operations Management
(Infrastructure - Oriented)
Discovered CIs
Events & Alerts
ChangeCMDB
ProblemIncident
Service Catalog
Virtualization Cloud Network
Storage
ApplicationsServers
Service-aware

7. www.provintl.com
Discovery (CMDB)
Centralized Config Repository & Single book of record
▪ Discovery Scans, Classifies, Identifies and Explores IT Assets using
an Agentless Architecture & creates/updates CI’s into CMDB.
▪ Discovery captures the missing link between CI’s and all their
associated Incidents, Problem and Change records etc.
▪ Automatically Maps CI’s relationship(s) (Upstream and
Downstream) and dependencies therein.
▪ Supports “Service Mapping” to map the business layer
components.
▪ The CMDB is core foundation for most ITOM offering.
718-07-2017 Outsmart Service Outages
CMDB
Service-now.com
Instance
Firewall
MID Server Proxy Server
Router
Switch
Printer
Windows XP
Solaris
Server
Linux
Server
Switch
Internet
Linux
Server
Linux
Server
Optional
HTTPS SOAP
PING/SSH/WMI/SNMP
Hosted - Agentless Discovery

8. www.provintl.com
ITOM: Service Mapping
▪ Service Mapping helps companies to generate
business service maps, which helps them to
understand the relationships between the
business and other underlying infrastructure
components from a single pane of glass view.
▪ Service Mapping helps businesses quickly identify
root causes and potential impact of outages to
their business services.
▪ A must have for all mission-critical Business
Service Application support stakeholders.
818-07-2017 Outsmart Service Outages
Architecture & Components

9. www.provintl.com
Service Mapping:
Business Services Management & Support
▪ “Business-Service-Aware” with End-to-End Service
Mapping ( A top-Down Approach)
▪ Gain instant visibility of Business Service Processes'
Availability and overall dependencies therein:
• Reduce the mean time recovery (MTTR)
• Equip IT staff to respond quickly and effectively
(Reduce SLA Violations etc.)
▪ Understand the Business Impact of outages and
preventive maintenance
▪ Better Root Cause Analysis of IT Infrastructure
Issues
918-07-2017 Outsmart Service Outages
Real-time Business Service Availability Support

10. www.provintl.com
Event Management
▪ Event Management is the process that can
monitor all events (availability) that occur
throughout the IT infrastructure from a single
dashboard view.
▪ It automatically allows for normal operation and
also can detect and escalate exception conditions.
▪ Helps keep SLA breaches to a minimum.
▪ Automatically create Incidents, problem and
change tickets etc., for qualified Alerts.
1018-07-2017 Outsmart Service Outages
Architecture & Components

11. www.provintl.com
Event Management
▪ Increase Service Availability
▪ Closely Integrated with Service Mapping
▪ Understand Impact on Business Services
▪ Leverage Existing Infrastructure Monitoring
- (connecting existing monitoring tools or
third party event sources etc.,)
▪ Common Repository for IT Processes which
can correlate alerts with ITSM
Modules(Incident Problem, Change etc.)
1118-07-2017 Outsmart Service Outages
ServiceNow
Instance
Mid Server
External Monitor
(Splunk)
RESTAPI
Connector to
External Monitor
(SCOM, Solar Winds)
SNMP Trap
Listener
(Nagios)
UI Client Dashboard Alert Console Service Map
Events Alerts
Process Events
(Scheduled Worker)
Business Service Impact
Calculation
(Scheduled Worker)
Incident Create/Close
Remediation
Knowledge Base
(Scheduled Worker)
Service
Model
Detailed Process Components

12. www.provintl.com
Orchestration
Use Workflow Engine to Automate Processes
▪ Accelerate Consistent Service Delivery
▪ Improve Quality of work
▪ Gain Control and Compliance
▪ Client Software Distribution
▪ Configuration Automation
▪ Execute Tasks like onboarding and password
resets in an automated fashion
1218-07-2017 Outsmart Service Outages
ORCHESTRATIONTRIGGERS
MID
SERVER
SCHEDULED JOBS
BUSINESS RULES
EVENTS
SERVICE CATALOG
& UI ACTIONS
LARGER
WORKFLOWS
WEB SERVICES
(SOAP/REST)
AD, EXCHANGE
POWERSHELL
SHELL
JAVA
WEB SERVICES
(SOAP/REST)

13. www.provintl.com
Cloud Management
▪ Cloud Management application drives the
management of virtual cloud resources within
ServiceNow.
▪ Provides a simple solution that easily integrate
with most major cloud providers including
Amazon AWS, MS Azure, and VMWare clouds
provisioning and requests via Service Catalog
offerings.
1318-07-2017 Outsmart Service Outages
Process & Provisioning

14. www.provintl.com
Why a ProV’s Solution? - ITOM Delivery Best Practices Simplified
1418-07-2017 Outsmart Service Outages
ProV’s ITOM Practice is based on the Latest ServiceNow Implementation methodology (SIM) called “ServiceNow Adjusted Implementation Framework (SAIF)” as
our best practice Agile delivery approach for ITOM Tools globally, covering the following core areas:
Discovery
Configuration Management
Repository
Service Mapping
Provides Enhanced Visibility
to your Business Services
Event Management
Manage Infrastructure
Availability for heterogenous
Data Sources
Orchestration
Increase Agility
Cloud Management
Manage Hybrid Clouds
▪ Centralized repository for single
data store (CMDB) as authorized
book of record.
▪ Integrate third-party Data Sources
into ServiceNow CMDB
▪ Know IT landscape across data
centres and cloud providers
▪ Understand everything to deliver
business services and support them
in a proactive manner.
▪ Improve agreed SLA support matrix
and speed of issue resolutions using
the several ITSM integrated
components
▪ Create Custom Discovery Patterns
based on client requirements.
▪ Manage your infrastructure
availability end-to-end to gain
insight into overall service health
▪ Leverage machine learning-driven
analytics to reduce event noise
▪ Auto-ticketing of high priority
Events from known data sources,
▪ Identify the impact of every change
and quickly pinpoint root cause
disruptions enabling prioritization
to prevent outages
▪ Automate IT processes and initiate
remediation actions using
ServiceNow workflow engine
▪ Execute tasks in a repeatable &
consistent manner across
enterprise.
▪ Provide self-service access to cloud
resources and spanning public and
private clouds
▪ Automatically enforce good
governance and ensure compliance
to business policies
▪ Gain visibility into cloud costs and
optimize spending.

15. www.provintl.com
ProV’s ITOM Support
Promise
Reduce IT INCIDENTS Isolation Timeframe
1518-07-2017 Outsmart Service Outages
▪ ProV ITOM Delivery Support Model
• Use ITOM Tools to Proactively Detect INCIDENTS, Isolate, Fix & Verify
(Thus, Keeping businesses focused more on their core business activities)
by using.
◦ ITOM Services Delivery on a pre-determined Budget
◦ ITOM Integration with existing platform tools with aim to REDUCE IT
Issues (ISOLATE) to barest minimum
◦ ITOM Delivery best practices with latest Service-Now Adjusted
Implementation Framework (SAIF) /SIM
◦ ITOM Enablement using existing or New ServiceNow Infrastructure
◦ ITOM Delivery using ProV’s Customer Centric Approach
◦ ProV’s ITOM Managed Services to support you post-implementation
◦ ProV will meet or exceed your SLA’s and KPI targets.
Isolate
Fix
Verif
yDetect
>>>>> P1/P2 - INCIDENTS >>>>>

16. www.provintl.com
ProV’s IT Support Capabilities
Monitoring & Managed Services
▪ 24x7x365 Infrastructure and Application Management
▪ Datacentre Management
▪ AD & Security Management
▪ Database Management
▪ Network Security Management
▪ Application Management – ServiceNow ,IFS & SAP
▪ Cloud Migration & Management – SN, IFS , O365 & Database
▪ ITSM - Process Automation
▪ ITOM – Implementation & Support
▪ CMDB & Asset management
▪ Dashboards and Reports
1618-07-2017 Outsmart Service Outages

17. www.provintl.com
ProV’s Infrastructure Services Support Capabilities
1718-07-2017 Outsmart Service Outages
Proactive Monitoring & Incident Management
Problem, Change & Configuration Management
Asset Management and Patch Management
Availability Management
Process Consulting , Audits & Reviews
Implementation/Migration Support
ITIL Compliant
& SLA Driven,
24 x 7 support
Server Management
▪ Wintel, Unix, AIX, Database,
Messaging and Storage Systems
Cyber Security Management
▪ Firewalls, Intrusion Protection
Systems, VPNs, SSO, IAM
Application Management
▪ IFS, SugarCRM, SAP, INFOR & MS
Dynamics
Database Management
▪ Oracle, SQL, MySQL

18. www.provintl.com
ProV ITOM Support Model
1818-07-2017 Outsmart Service Outages
PMO
Shift Manager (Primary)ITSM) Help Desk (Philippines)
ITOM Resolution Desk (India) Dispatcher & Manager
Level 3 - Expert Team & Escalation Point Gold & Platinum Support
Metrics
Discovery issues
Queue
Event Management Issues
Queue
Service Mapping Issues
Queue
Cloud Management Issues Queue Orchestration Issues Queue
ITOM Functional issues
ITOM Problem
ManagementITOM Tools Remediation & Support
Service-now Support
Escalations
Service Mapping Admin Cloud Mgt. AdminDiscovery & CMDB Admin
ServiceNow ITOM Support
ITOM Admin
All ITOM DashboardsSLA Monitor
Telephone e-Mail Online
@
L2
L1 ITOM Tools
Dashboards
Audits
Knowledge
Bank
VPN
connectivity
PM
Status Report
SLA Metrics
Ticket Status
Event Mgt. Admin

19. www.provintl.com
ProV ServiceNow Technical Team
19
System
Administrators50+
Implementation
Specialist4
Application
Developers3
Practitioners Accreditations
Human
Resources8
Project Portfolio
Suite7
Performance
Analytics7
Discovery2
Certified
Credit Card Fraud
Management
Test Alpha Toolkit
IFS - ServiceNow
Connector
HR As A Service
Applications Developed
Tampa,
Florida In
dia
Philippines
Germ
any
Netherlands
Bra
zil

20. www.provintl.com
Our Growth
20
Clients
Clients
Clients
Started
ServiceNow CoE
on Jul, 2016
US
Denmark
Germany
Brazil
Philippines
India - Bengaluru, Chennai100+35+
PPMITOM
Impl. Spl. SOM
HRAPP. Dev.

21. www.provintl.com 2118-07-2017 Outsmart Service Outages
Success
Stories

22. www.provintl.com 22
Business Case
✓ This Financial Industry (Banking) Client had a volatile CMDB that is unmanageable resulting from years of poorly managed upgrade processes that
allowed multiple native Data Sources an ability to overwrite existing records and made it unusable and unstable, thus created duplicates with several
tiers of relationships and dependencies to other CI’s that is difficult to delete. This regulated customer has security and confidential data as its
highest priority concern as well as IT Audit compliance concerns.
Solution (ITOM: Discovery (CMDB)
✓ ProV was selected to assist this client with staff argumentation as Technical consultants (TC).
✓ Cleanup (CMDB) CI Relationships for CI’s with issues (with CAB Approvals) and implement efficient CMDB (with optimized CI Classes and
Relationships) for better Incident , problem and Change service delivery.
✓ Upgrade instance from Helsinki to Istanbul and position for Upgrade to Jakarta release to take advantage of more supported Sensors and Probes
Business Advantages & Improvements
✓ ProV’s ServiceNow Certified Technical Consultants assisted with proactively identifying the CMDB CI inconsistencies and duplicates issues, isolated
and remediated them. Built a new “External Credential Store (ECS)” for better Discovery tool process credential management , Reduced incident and
problem resolution time for their Service Desk by about 60% due to better optimized CI records and their relationships in new updated CMDB.
✓ Built a high performing Discovery Schedule for their target discovery environment, reducing total Discovery time from 3 weeks to 8 days.
Case Study #1 – A National Bank in Denmark

23. www.provintl.com 23
Business Case
✓ With over 235 thousand employees in about 176 countries, this Big-5 Tax Advisory and Consulting firm’s Core Business Service Unit needed a
complete view of about 10 Critical Business Services offered within their several business units or easier support coordination and root cause analysis
and thus to reduce outages. ( N.B This is an internal effort executed by current ProV’s ITOM Technical Consultants while working at this client)
Solution (ITOM: Service Mapping (Service Watch)
✓ An Internal workshop was organized and a Proof of Concept (POC) delivery plan was put together afterwards to better understand the landscape of
these Critical business Services from the Application Owners and Stakeholders (e.g. App Owners, Information Security, Config team and PA Teams)
✓ The POC created a basis for the development of the Business Service Maps showing dependencies and relationships therein from multiple “Entry
Points”
Business Advantages & Improvements
✓ Direct Visibility into Critical Business Service Logical View and Dependencies ( Great for Root Cause Analysis and proactive support)
✓ Reduce Business Service Outage turnaround-time by more than 70% as Business Service can show “Affected CI’s” with associated Incident, Problem or
Change records.
✓ Improve efficiency of Business Services underlying infrastructure Availability Overall support capability
✓ More satisfied End users and Business Service App owners.
Case Study #2 – A Global Tax and Advisory Big 5 company, USA

24. www.provintl.com 24
Business Case
✓ This Strategic Securities Clearing House client based in Dallas TX needed a Technical Partner to assist them with migrating their on-premise
Servicenow instance to the cloud and also deploy ITOM Event Management to help them get a centralized view and support of all there various
availability monitoring tools like HP/Omi , IBM NetCool and SNMP monitoring tools and aggregate all events into ServiceNow. ( N.B This is an internal effort
executed by current ProV’s ITOM Technical Consultants while working at this client).
Solution (ITOM: Event Management & Customizations)
✓ Worked with ServiceNow Professional Services to guide the client’s Move from On-premise (Helsinki) to Cloud Migration and Upgrade to Istanbul
Release.
✓ Created an Event Management Consolidated Solution that aggregates Alerts from their numerous Event sources ( using Listeners and Connectors)
into ServiceNow Event Management tool by first using a combination of “Event Rules” and Event Management correlation best practices to qualify
these alerts (duplicate detection, Prioritization, and Escalations) for auto-ticketing in the ITSM modules as needed.
✓ Create a robust Event Management Alert / Incident notification solution ( inbound email Actions, Event Filters, and Actions)
Business Advantages & Improvements
✓ Remove Multiple points of Support for several third party tools. Costs Savings are estimated to be in thousands.
✓ Consolidation of all vent Sources into one single reference point (Servicenow). Quick visibility into the Enterprise availability position.
✓ Reduction in overall cost of Support and Total cost of Ownership of the infrastructure ( Network, servers, Storage and Applications)
Case Study #3 – A Financial & Securities Clearing House Firm, USA

25. www.provintl.com
18-07-2017 Outsmart Service Outages 25
Key Contacts
Sonny Nnamchi (PhD) - email: Sonny.Nnamchi@provIntl.com – ITOM Global Practice Lead
Tiffany Parotto - email: Tiffany.Parotto@provintl.com - Global Marketing Lead
General Inquiries – email: info@provintl.com
USA India
2502 N. Rocky Point Dr., New No.443 & 445, Old No.304 & 305
Suite 896, 5th Floor, Guna Complex, Anna Salai, Teynampet,
Tampa, FL 33607 Chennai 600 018, India
United States Tel: +91 44-2445-0141
Tel: +1 813-281-2959
Germany Philippines
Konrad-Zuse-Platz 8 37/F GT Tower International,
81829 Munich 2813 Ayala Ave.
Tel: +49 89 207042-175 Makati City, 1226 Philippines
Tel: +63 2-818-7825