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Customer Success with Eliminating Service Outages and Managing Cloud Sprawl

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Dive into some stories of ServiceNow customers taking control of cloud sprawl and eliminating service outages for good.

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Customer Success with Eliminating Service Outages and Managing Cloud Sprawl

  1. 1. 1 © 2017 ServiceNow All Rights Reserved Confidential© 2017 ServiceNow All Rights Reserved Confidential Customer Stories of Eliminating Service Outages and Managing Cloud Sprawl Joshua Lin Tim Dowdall Senior Product Marketing Manager, ITOM Solution Consulting Manager, ITOM ServiceNow ServiceNow May 9, 2017 Gartner IT Operations Strategies and Solutions Summit 2017
  2. 2. 2 © 2017 ServiceNow All Rights Reserved Confidential ServiceNow Is A Fast-Growing, Global Company ~4,800 Employees Major Sites Silicon Valley, San Diego, Seattle Amsterdam, London Sydney, Tel Aviv, Hyderabad $28M $64M $128M $683M $1B ’16 $1.39B ‘09 $244M $425M $1.4 Billion In Annual Revenue ‘10 ‘11 ‘12 ‘13 ‘14 ‘15
  3. 3. 3 © 2017 ServiceNow All Rights Reserved Confidential End-to-End IT Transformation Increase speed, lower costs, and align to business priorities Discovery Service Mapping Event Mgmt Orchestration Cloud Mgmt ServiceNow ITOM
  4. 4. 4 © 2017 ServiceNow All Rights Reserved Confidential 1,750+ Companies Have Chosen ServiceNow for IT Operations Management
  5. 5. 5 © 2017 ServiceNow All Rights Reserved Confidential Lack of Service Visibility Slow Service Delivery Unreliable Service Availability I can’t tell which systems are connected to each service. We need to accelerate service delivery, while maintaining quality. If a service goes down, I can’t find the cause of the outage. Challenges Facing IT Operations Teams
  6. 6. 6 © 2017 ServiceNow All Rights Reserved Confidential TransAlta is Canada’s largest publicly traded power generator and wholesale marketer of electricity and renewable energy. The company generates $3 billion in revenues. CHALLENGES • Tribal knowledge to maintain service maps • Reactive approach to service outages • No cost visibility in transition to hybrid cloud infrastructure • IT perceived as a tax on the business
  7. 7. 7 © 2017 ServiceNow All Rights Reserved Confidential ”“By the time our users notice a service issue, we’ve already told them about it and we’re working on a fix.” - Jamie Duncalf, IT Operations Manager at TransAlta
  8. 8. 8 © 2017 ServiceNow All Rights Reserved Confidential RESULTS • Real-time visibility into how infrastructure delivers services • Proactive approach to service outages • Enable transition to hybrid cloud infrastructure by determining costs • IT has become a partner with business colleagues 80%REDUCTION IN OUTAGES
  9. 9. 9 © 2017 ServiceNow All Rights Reserved Confidential Zillow Group houses a portfolio of the largest and most vibrant real estate and home- related brands, including Trulia, HotPads, and StreetEasy, on mobile and Web. The company generates over $900 million in revenues. CHALLENGES • Monitoring tools connected to manual, email-based process • Acquisitions scale up the volume of events that need to be managed • No simple way of linking knowledge articles to events
  10. 10. 10 © 2017 ServiceNow All Rights Reserved Confidential ”“By consolidating our monitoring and managing our events consistently, ServiceNow Event Management gives us the ability and confidence to take on new challenges.” - Seth Thomas, Director of Site Operations at Zillow
  11. 11. 11 © 2017 ServiceNow All Rights Reserved Confidential RESULTS • Reduced thousands of events per day to less than 100 incidents • Link events to CMDB configuration items to identify affected devices and services • Associate relevant knowledge base articles with incidents 95%REDUCTION IN EVENTS
  12. 12. 12 © 2017 ServiceNow All Rights Reserved Confidential Time Warner is a global media and entertainment leader with businesses that span television networks, film, and TV entertainment. The company generates almost $30 billion in revenues. CHALLENGES • Multiple, disconnected monitoring tools connected to manual, email-based process • Manual incident creation process with prioritization and assignment problems
  13. 13. 13 © 2017 ServiceNow All Rights Reserved Confidential ”“With ServiceNow, we get seamless integration between event management and the CMDB, as well as with ServiceNow’s ITSM processes. That’s critical for our operations teams – with any other event management vendor, we would have to build all of those integrations from scratch.” - Olga Krasovski, Director of Service Management at Time Warner
  14. 14. 14 © 2017 ServiceNow All Rights Reserved Confidential RESULTS • Reduced more than 120,000 events per week to less than 1,000 incidents • Prioritize incidents, assign to the right person or group • Proactive approach to service outages 99%REDUCTION IN EVENTS
  15. 15. 15 © 2017 ServiceNow All Rights Reserved Confidential PTC is a global technology provider that helps companies transform how they create, operate, and service products by providing innovative software and services solutions in the areas of CAD, PLM, SLM, AR, and IoT. The company generates $1.1 billion in revenues. CHALLENGES • Ensure cloud-based software services are highly available and responsive to customers, while controlling the cost of service delivery • Disconnected tools and manual processes were hindering visibility and control of providing cloud-based services
  16. 16. 16 © 2017 ServiceNow All Rights Reserved Confidential ”“We’ve been impressed with how easily ServiceNow integrated into our AWS environment. We now have complete visibility and control of the cloud-based services we offer our customers – allowing us to enhance service quality while managing profitability.” - Tameem Hourani, Senior Director of Cloud Services NOC at PTC
  17. 17. 17 © 2017 ServiceNow All Rights Reserved Confidential RESULTS • Accurate, up-to-date record of PTC’s AWS cloud resources • Visibility into cloud changes – tracking all 120 changes every week, instead of just six • Self-healing customer cloud environments, with incidents resolved within a few minutes, instead of 4-6 hours • Cloud cost visibility across individual customers and product segments 20xBETTER VISIBILITY INTO CLOUD CHANGES
  18. 18. 18 © 2017 ServiceNow All Rights Reserved Confidential Service Mapping and Discovery: Pinpoint Disruptions Diagnose and remediate issues Easily review and roll back associated changes to mapped services Instantly determine the severity of an alert Quickly identify the business services experiencing problems
  19. 19. 19 © 2017 ServiceNow All Rights Reserved Confidential Event Management: Connect to Multiple Monitoring Tools REST SNMP OOB Collect, filter, and normalize events from multiple monitoring tools to rapidly understand impact to service
  20. 20. 20 © 2017 ServiceNow All Rights Reserved Confidential Event Management: Algorithmic IT Ops
  21. 21. 21 © 2017 ServiceNow All Rights Reserved Confidential Event Management: Proactively Identify Issues Instantly see critical issues Size, color, and tile placement reflect business service status Know the status of critical business services through a single dashboard
  22. 22. 22 © 2017 ServiceNow All Rights Reserved Confidential Orchestration: Automate Remediation Automate and accelerate remediation processes Automatically remediate problems and initiate the incident process, gaining approvals as needed and continually communicating with all stakeholders through resolution
  23. 23. 23 © 2017 ServiceNow All Rights Reserved Confidential Cloud Management: Enable Agile Self-service Give users access to the cloud resources needed to get the job done. Eliminate the proliferation of non- sanctioned cloud services and put an end to shadow IT.
  24. 24. 24 © 2017 ServiceNow All Rights Reserved Confidential Cloud Management: Establish Governance and Minimize Risk Proactively enforce consistent business policies across cloud resources regardless of the provider. Ensure configurations meet corporate standards, data is properly secured, and business continuity is maintained.
  25. 25. 25 © 2017 ServiceNow All Rights Reserved Confidential Cloud Management: Reduce Costs and Optimize Spend Gain a consolidated view of cloud expense across the enterprise. Visualize current spend and historical trends. Attribute costs to departments, projects, or applications, and improve overall utilization.
  26. 26. 26 © 2017 ServiceNow All Rights Reserved Confidential Recap ServiceNow ITOM + ITSM = complete solution for eliminating service outages and managing cloud sprawl The ServiceNow difference • Cloud-first • Service-centric • Single platform ServiceNow customers have: • Reduced service outages by 80% • Gained complete visibility and control of their cloud resources
  27. 27. 27 © 2017 ServiceNow All Rights Reserved Confidential Thank You! Joshua Lin Tim Dowdall Senior Product Marketing Manager, ITOM Solution Consulting Manager, ITOM Joshua.Lin@ServiceNow.com Tim.Dowdall@ServiceNow.com

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