The document discusses Yvonne Kubbinga, head of ICT operations at Plus Retail, and Renate Groen, a senior solution consultant from ServiceNow, presenting on ServiceNow and its benefits for Plus Retail's service management. The presentation includes details on Plus Retail's operations and current use of ICT, a demonstration of how ServiceNow is used to manage incidents, and a request at the end for attendees to complete a survey to provide feedback.

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Yvonne
Kubbinga
HEAD
OF
ICT
OPERATION
PLUS
Retail
Renate
Groen
SENIOR
SOLUTION
CONSULTANT
ServiceNow
Next
step
in
Service
Management

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Yvonne
Kubbinga
|
Facts
&
Figures
Yvonne Kubbinga
Head of ICT Operation
Transparant
& Honest
Inspire
Innovative
Operator
Passionate
about ICT operations
others to improve
everyday

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Preparation

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Team

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Warehouse
Operations
High
dependency
on
ICT
in
Supply
Chain

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Store
Operations
Stores
are
robust,
with
dependency
on
ICT

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People
Deliver
Perfect
Service

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Cloud
Management
Orchestration
Discovery
Event
Management
Service
Mapping
HR
Facilities
Marketing
Legal
Finance
Change
Incident
Problem
Financial
Management
Risk
Audit
Vendor
SDLC
Demand
Resource Project
Security
Operations
Customer
Service
Field
Asset
Test
More
CMDB
Security
Application
Logic
Application
Development
Analytics
User
Experience
Vulnerability
Response
Secure
Integrations
Secure
Integrations
Catalo
g
•
Knowledge • Service Level Management • EnƟtlements • NoƟfic
aƟons•
•Collab
oraƟon • Surveys • IntegraƟon • Workflow • Search • Mobile •
Re
porƟng
2015
2016
Next

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Performance
Analytics
Incidents by teamTrend
open
incidents

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Demonstration

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Cashier
submits
incident
via
ServiceNow
Mobile
application

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Cashier
takes
photo
of
serial
number
of
POS
and
attach
photo
to
ticket

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Servicedesk
agent
dashboard

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Servicedesk
agent
searches
the
knowledgebase
for
answers

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Servicedesk
agent
searches
the
knowledgebase
for
answers

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Servicedesk
agent
searches
the
knowledgebase
for
answers

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Servicedesk
agent
uses
photo
to
select
the
POS
in
ticket

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Insight
in
store
equipment
supporting
POS

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Agent
drills
into
POS
history

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Big
Success

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Fail Fast

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Take
the
Survey
Please
take
a
moment
to
complete
a
session
survey
in
the
NowForum app.
Thank
You
Yvonne
Kubbinga
Head
of
ICT
operation
Plus
Retail
Renate
Groen
Senior
solution
consultant
ServiceNow