The document outlines the concept of a service-oriented enterprise, emphasizing the need for IT departments to transform through innovation and automation to remain relevant. It discusses creating a service-oriented culture by managing service delivery processes and resource demands while empowering users with intuitive interfaces. Additionally, it highlights the importance of adapting to changing workplace trends and fostering collaboration within organizations.

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Defining the service-oriented enterprise
Prepared for Milwaukee customer event
June 3, 2014 5:45 PM
Dan Turchin | ServiceNow
Sr. Director Product Strategy

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Defining the service-oriented enterprise
1. What it means and why it will change the way we work
2. How innovative IT departments are leading by example
3. How to transform Service Management through innovation and automation

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But first…

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IT must reinvent itself to remain relevant
ITBM ITSM ITOM
Incidents  Problems  ChangesDashboards  BOM  Services CMDB  Events  Alerts

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...and think of itself as an enterprise service provider
ERM
ITSM
HRSA
FSALOBSA
...
ALMUEM

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Requester
SERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
SERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
Provider
Executive
SERVICE RECORD
> HELP
> ORDER
> CHANGE
> INFO
SERVICE-ORIENTED
WORKFLOW
REPORTING
& ANALYTICS
All service relationships have a lot in common

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...and most ServiceNow customers know it
97%
90%
88%
84%
67%
49%
33%
19% 18%
14%
11%
8% 8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
+>9,000 custom apps
• DNS provisioning
• Public relations references
• Office supply procurement
• R&D policy compliance
• Factory inspection audits
• Drilling rig engineering
• Applicant tracking
• Customer service awards
• Employee DVD sharing
• Mobile retail inventory
• Document translation
• Expense management
...

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Create a service-oriented culture...
Analyze your
app portfolio.
Document
your service
delivery
process.
Recruit a
design
partner.

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...then be prepared to manage demand
What resources are required from the LOB?
Who prioritizes requests for new apps?
Who pays? Is there a chargeback model?
Who supports the apps?
How do you measure success?
Ask these five questions first

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Define, manage, and own the service lifecycle
Empower users with intuitive interfaces
Make it easy to access familiar services
Visually monitor service health

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Inspire us!
1. What’s one way you could shift from being a tactical provider of technology to
being a strategic service provider?
2. How has your organization embraced trends re-shaping IT like BYOD,
consumerization of enterprise technology, and the shift toward a millennial-
dominated workforce?
3. Describe one innovative solution to a business problem your team has introduced?

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“Everything you can imagine is real.”
-Pablo Picasso
Dan Turchin
ServiceNow | Sr. Director Product Strategy
e: dan.turchin@servicenow.com
p: (408)899-3954
m: (650)533-0918