Understand how leading companies are adopting an aPaaS strategy Learn the evolution of ServiceNow's platform capabilities Assert IT's influence over shadow IT practices

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The REAL IT Challenge
The Enterprise Business Is Looking Elsewhere Than Its Own IT
IT is seen as not fast enough, not cheap enough, and doesn’t
expressly meet the demands of users
90% of CIOs are by-passed by
line of business colleagues at
least occasionally.
- Logicalis, “The Shadow IT
Phenomenon: CIOs respond with
internal service provider transformation”,
2015
IT Solution Purchasing Decisions
IT Department | Non-IT Department
61% of enterprise technology
projects are now funded by
non-IT business departments
- IDC Global Technology Research
Survey, 2014
IT Has Lost its Grip
At a time when the IT systems in use have never
been more complex, more seamless, and provided
more value, we see Chief Information Officers and
other IT leaders facing challenges equally as
complex from the business they are here to support.
Shadow IT has Moved to the Cloud
Unapproved channels by users or whole
departments underline the credibility of the IT
department. Duplicity of systems increases overall
costs to the business. Yet IT is still expected to
support these unofficial systems.
Stand-Alone, Separate Systems
Enterprises have deployed multiple systems and
users have built countless Excel and Access
“solutions” that aren’t connected. IT is expected to
integrate this fog of systems.
User Satisfaction is Declining
Digital Natives are demanding in what they expect
from a technology experience and are not shy about
complaining about a poor user experience or
unfriendly system they’re required to use. They
often pass the blame on the IT department
Complexity Is Increasing
Modern systems are complex and change rapidly.
IT departments are expected to integrate disparate
systems and maintain a single system of
engagement. This is challenging in the best of
situations and very difficult to deliver on time, within
budget, and matching user expectations.
61%39%

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These Challenges Are Not Going Away
The Digital Transformation is Not Going Back in the Bottle
The Trend Toward “Customer Acquired IT” Continues
We’ve seen a paradigm-shift in the past 16 years and everything indicates we are not
going back to the “old ways”. Social, Mobile, Analytics, and Cloud are defining the
future and we need to evolve with it.
In the span of a single career, we’ve seen the influence users have over their systems
eclipse the influence from IT – the group in charge of their deployment and upkeep:
Cloud apps
give the
Business the
path of least
resistance,
and make it
easy to Go
Around IT.
Source: IDC Global Technology Research Survey, 2014

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How can IT address
these challenges, by
delivering and
supporting robust
services, rapidly, that
are user-focused, yet
scalable and secure?

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Leading Companies Are Using Apps on
Enterprise Platforms
Why It’s Better to Adopt, Buy, or Build on the Platforms You Have
The Application Platform-as-a-Service (aPaaS) Strategy
How do we in IT embrace this change and use it to our strategic advantage as we
support the business and its users?
The answer is the adoption of cloud-based solutions with strong platform capabilities.
Such solutions allow us to build additional capabilities within a single tool, on a
common platform.
We learn to Adopt what is already provided by default and “out-of-the-cloud” first.
We Buy capabilities from 3rd
-party software vendors through app Stores when we
need to expand, or we Build our own capabilities within the platform and manage
them ourselves.
Here are key reasons for this strategy:
Leverage Your Investment
Let’s be honest; enterprise software is expensive. The first cost is the
licensing or subscription, but that is almost always eclipsed by the costs
of training, implementation, integrations, and other professional services.
It’s not uncommon for the total cost of ownership (TCO) of a major
enterprise software solution to run in the millions of dollars. That software solution
was also likely purchased for a specific business need, even though it may be able to
provide additional capabilities to the business. As opposed to buying a new solution
to add newly-discovered needed capabilities, major cost savings can be achieved by
using what you already have.
A great real-world example would be when an IT organization purchased a platform
to manage their service desk because that was the immediate need. Let’s assume
that solution was ServiceNow. A short time later, a new business need arises in that
the tool used day-to-day by the Project Management Office (PMO) must be replaced.
There are dozens of project management suites available from vendors such as
Microsoft to CA to Serena, yet project management capabilities exist already in
ServiceNow.
Support a Single Code Base
If it’s difficult to manage one software solution, it’s more than twice as
difficult to manage a second software solution because you’re also going
to need to manage the integration between them.
When you add capabilities to a platform, you don’t add the residual
overhead associated with a stand-alone system. The costs related to training users,
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managing the vendor relationship, and providing support and documentation are
exponentially reduced. In an era where IT departments are expected to do more with
less, teams need to realize it’s best to “get out of their own way” and look for ways to
reduce the overhead they’re expected to manage.
Meet User Expectations
Users generally like what they already know how to use and nobody looks
forward to change. If your organization has a solution that your users
know, your users have been
trained to use, and your users
are satisfied with, it’s probably where you
should look first to add capabilities.
Your users also do not want to have to
worry about how to use their business
systems. They want a centralized system of
engagement; one that they know how to
access, how to use, and who to address
when they have questions. Expanding the platform you already use have can
increase user adoption more-quickly and reduce both complains and service desk
interactions when deployed.
Security, Data Protection, and Governance
Every platform solution provides some mechanism for security, role-
based user access, and availability. Many solutions offer encryption
options as well. With any solution, your company is storing critical and
valuable data within the platform. Often, users need access to sub-sets of
that data to do their jobs effectively, and that’s the risk management balance we know
all too well. What we want to do with
platform capabilities, is to ensure that what
we add to the platform can inherit or “piggy-
back” on the robust security already in
place.
This is two-fold. Firstly, we want to control
who can read or write to what data and we
want to make it easy to change those
criteria as the business changes. Personnel
will come and go, and the importance of data may shift over time – that is inevitable.
Second, when we do expose data, we want to be able to audit what or who accessed
it. In our modern era of BYOD, we have to accept that our users are accessing
company data on their own devices, over public Wi-Fi, but we still need the ability to
turn it off when necessary and track where it might have gone.
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4
43% of enterprise respondents
believe shadow IT practices are
major threats to their respective
organizations.
- Forrester Research, “SaaS Adoption Requires a
New Approach to Information Security”, 2014
54% of business leaders outside
of IT view the department as
being an obstacle to be
overcome in order to get things
done.
- 14
th
Annual CIO Survey from CIO Magazine

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There’s no reason to reinvent the wheel, however, which brings us back to the
advantages of using the platform’s own security measures for this task, and saving
time by not having to manage duplicity of efforts in multiple solutions.
Immediate Value
How does the procurement cycle look in your enterprise? Does a
committee draft a Request for Information (RFI) and send it to a number of
vendors? Do you take those responses and along with a Gartner analyst,
write a 40-page Request for Proposal (RFP) document and publish it for
30-days? How many hours does it take to review those proposals? And then evaluate
live demos? Once the preferred solution is selected, how much input is needed from
your legal, procurement, and executive teams?
Wouldn’t it be faster, easier, and cheaper to install a new plug-in, module, or
application into a platform already in place?
Generally, this avoids most process and involves fewer outside parties, like the legal
team, since all terms & conditions have previously been negotiated and the
framework is familiar to everyone. Don’t forget that there is still a process needed,
but it’s dramatically simpler and faster than introducing a brand-new, stand-alone
solution.
“Immediate Value” is not a euphemism.
Using SaleForce.com’s Force.com platform,
additional capabilities from 3rd
-parties are
literally 1-button click away from usage and
adoption.
The IT Budget Controls Cost
Enterprise software pricing is
historically not exactly transparent. Even if an industry reference or
Gartner analyst can provide you with the real, non-list, pricing, it still only
reflects the cost of the license or subscription. Implementation, training,
support, integrations, and professional services costs require far, far more-digging.
This makes budget cycles difficult.
By expanding a platform, the capabilities are often much more available. There may
be a new charge to the platform vendor, but that can be determined immediately.
Training, support, and documentation are generally covered, or much smaller in
scope. Integration is done for you, so there are no costs there. This leaves the only
negotiation around any needed professional services, which is generally presented
up-front.
Platform extension is the preferred strategy for IT to maintain
involvement, govern shadow IT, consolidate systems,
increase user satisfaction, and simplify your processes.
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On average, large IT projects
run 45% over budget and 7%
over time, while delivering 56%
less value than predicted.
- “Why your IT project may be riskier than you think,”
Harvard Business Review, September 2011

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ServiceNow as Your Digital Foundation
The Platform to Consolidate, Automate, and Configure
ServiceNow as the Platform of Choice
Over 4,000 enterprises have selected ServiceNow as their cloud platform
of choice. It meets the desired criteria above and provides not only core
technological benefits, but a Store to easy procure apps. We’ll discuss
discovering additional value using the ServiceNow Store below.
Organizations that have invested in ServiceNow have the advantage of a core
platform on which to implement their core capabilities and expand new capabilities
on-demand.
Deployment
SaaS deployment adds value quickly and offers
accessibility across environments and devices.
Extensibility
Vast configuration and customization features provide
a robust feature-set to organizations of all sizes, across
industries.
IT-First Adoption
By starting within IT departments and expanding out,
ServiceNow in practice is implemented with
governance controls and processes, which aid
adoption and satisfaction.
Consolidation
The capabilities of multiple, legacy applications can be
absorbed, reducing maintenance and management
costs.
Automation & Discovery
Capabilities around IT Operations Management provide
ServiceNow with a comprehensive view of both cloud
operations and datacenter management.
User Satisfaction
A modern, browser-based interface offers users the
friendly experience they’ve come to expect from
technology.

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Use ServiceNow for all your Enterprise
Processes
Multiple Options to Expand & Add Capability to your ServiceNow
Current and Past Offerings
While ServiceNow historical go-to-market strategy has been to IT departments and
Shared Services organizations with solutions around ITIL processes, service desk,
asset management, and service catalogs, many customers have expanded the
platform.
The inherent flexibility of the ServiceNow platform and the integrated development
tools not only afford this capability, the tools makes it easy for “citizen developers” –
that is, non-coders, but line of business specialists – to build and deploy these
applications.
Early adoption customers of ServiceNow generally developed these add-on
capabilities ad-hoc either themselves or through a professional services partner. This
did not allow easy portability, re-use, or future-proofing. To address this, ServiceNow
has introduced iterative solutions to formalize platform development, and establish a
framework.
Let’s address each of these options and explain the evolution of their aPaaS strategy
and what ServiceNow did to educate their customer base that their solution could be
used for more than the stock ITSM solutions.

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ServiceNow Store
The latest and most-refined
solution ServiceNow has to offer
is the official ServiceNow Store.
Available starting in 2015, this is an
integrated SaaS solution that ties
customer instances, to a catalog-
style web front-end, with app
vendor management back-end
capabilities.
Benefits. ServiceNow users can
access the Store, procure an app
using a “buy” button, and then
install the app into their company
instance. Apps inherit all the
advantages of ServiceNow’s
configurability, but are now scoped – code and data is segregated from the rest of
the instance. This prevents apps from breaking existing features, and makes it clean
to remove an app without impact.
More importantly than the technology is the process surrounding apps placed on the
Store. All vendors must meet certain financial criteria, and every app is reviewed and
certified per version of ServiceNow. Vendors have the option to charge for their apps,
and customers have an actual point of contact for support and security questions.
The Store is a true framework for
3rd
-party app delivery and support,
and makes ServiceNow a player in
the Application-Platform-as-a-Service vertical. In fact, Gartner added ServiceNow to
their “Magic Quadrant for Enterprise Application Platform as a Service, Worldwide” for
the first time in 2016.
Limitations. ServiceNow’s licensing model has evolved in complexity in recent years.
Understanding what subscription licenses are required is currently less-than-
automated, and requires a tertiary understanding of cloud governance principles.
Source: Graphics, screenshots, and images courtesy ServiceNow.
store.servicenow.com

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ServiceNow App Showcase
The App Showcase was released
circa 2013 and served as an
awareness-level solution. At its
core, it was a static website that
displayed descriptions and
screenshots of various applications
that ServiceNow customers and
partners had developed.
Benefits. Awarness of the platform
capabilities and adding a
previously-missing education layer
that exposed the concept that new applications could be built on-top-of ServiceNow
Limitations. There was no interaction between app builders, ServiceNow, and
customers
ServiceNow Share
Introduced in 2014, the Share “community”
now offered a method for “citizen
developers” to share their custom
applications with different ServiceNow
customers. Anyone could upload the
source code to an application, known as an
Update Set, and any administrator of
ServiceNow could download and install
said app in their company instance.
Benefits. Share provided the first formal
method of platform app distribution,
outside of passing Update Sets manually, or
relying on a professional services partner. Share allowed users to view and learn from
code they had not written themselves.
Limitations. Apps were provided without warranty and caveat emptor. Obviously as
the ServiceNow solution was the authoritative source of record for both data and
processes in large enterprises, that was problematic. Not many CIOs are rushing to
implement a mission-critical enterprise app that was developed in someone’s
basement without any support, documentation, testing, or security validation.
No analytics to app builders, no framework for customer support of their apps, and
no mechanism to monetize the sale of applications existed. What Share offered in
awareness and distribution, it lacked just as much in the details of enterprise-grade
application needs.

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ServiceNow’s Platform Evolution
Continual Refinement Brings Us to the ServiceNow Store
Source: Infographic courtesy Kilderkin Group, http://www.kilderkingroup.com.

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Use the ServiceNow Store to Go Fast
and Go Far
Unique Characteristics Compared to Other Vendors
ServiceNow is not the only vendor in the Application-Platform-as-a-Service (aPaaS)
industry, and not the first, but their model and Store offer a few favorable advantages
to highlight. To note, these are all major advantages within the ServiceNow
ecosystem.
Enterprise Platform Apps
The advantages to expanding what a customer already owns versus
investing in separate, disparate systems are numerous.
ServiceNow’s Store provides customers the advantages of adding
new capabilities easily, provides vendors the ability to monetize
custom software, and provides users a familiar experience.

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Managed Upgrades
Following an industry best practice, all Store apps are versioned. As
vendors release updates, new versions appear as ready to install. The
option to implement the upgrade is available to each customer,
meaning standard deployment and governance processes can be
followed. Versions may be skipped entirely or delayed depending on
each customer’s own needs.
Official Certification
Once an app vendor has been registered and certified to sell on the
Store, all apps must be submitted to ServiceNow for review.
ServiceNow’s technical teams evaluate usability, security
considerations and require full source-code access to judge the apps.
Additionally, a User Interface review is conducted to ensure apps meet
a certain aesthetic metric and are consistent with the rest of the platform. Future
upgrades to app are also certified, though the process is slightly expedited. What this
provides customers is a guarantee the apps they purchase will work and will not break
other aspects of the platform.
Private Namespace / Scoped Apps
Apps hosted on the Store are all scoped within a private namespace.
This is a containerization approach that ensures that apps cannot
interfere with data or code outside their scope. Another advantage is
the ease at which scoped apps can be uninstalled without leaving relics
behind. As is the case with all elements of the ServiceNow architecture,
data and code are separate, so while a scoped app’s code may be
removed from the instance, the customer data may be left intact.
Platform Version Support
Major releases from ServiceNow are named after world cities in an
alphabetic order. Currently, Geneva is the latest release of the
platform and Helsinki is expected within the year. As with any
software, major versions introduce new benefits, but may change
APIs or legacy features. Store apps are certified on a particular
version of ServiceNow, so that customers cannot inadvertently install incompatible
apps in their customer instance.

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Release Governance
Every customer of ServiceNow has at their disposal multiple
instances. Generally, these instances are used for Production,
Development and Quality Assurance and Testing. As an industry best-
practice, all configurations are made in the Development instance, then
migrated to the separate Quality Assurance and Testing instance,
before finally being migrated to the Production instance. The same capabilities are
available to Store apps. Vendors have the option to allow apps to be downloaded in
a trial configuration with sample data. These trial apps are designed to be installed in
the sub-production instances for customers to validate and test. With any app
purchased from the Store, customers receive entitlements to both production and
sub-production instances so this processes can remain universal.
Inherited Configuration Tools
ServiceNow has incredible built-in configurability. Tasks such as
create new fields on either forms or the underlying database are as
simple as a few right-clicks in the browser for any user with the
appropriate administrative settings. Scoped apps downloaded from
the Store inherit all the core platform capabilities, so customers can
still configure and customize any apps provided from the Store. Upgrades and
governance are also inherited meaning that these customizations can be preserved
over time without version lock-in problems.
Centralized Procurement
Procurement of new software through the Store is a streamlined practice.
ServiceNow accepts payment via credit card or purchase order. As
payments are all channeled through ServiceNow, there is no need for
negotiation, term review, or even to engage with a sales associate.
This speeds up time to value for enterprise customers and
incentivizes app developers to build great apps.
Vendor Support
Not any “citizen developer” can sell an app on the Store. Vendors must be
reviewed and certified themselves by ServiceNow. The advantages to
this include legal protection for all parties, and provides customers with
a “chest to poke” should they require support for any app. A baseline
floor now exists for CIOs and furnished them with a real plan and
strategy to augment their capabilities with platform apps.

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Best Practices and Lessons Learned for
Adding Platform Capabilities with Apps
How Platform Governance Can Correctly Expand Capabilities
Accelerate Time to Value
Was: We spent months or years drafting, reviewing, and rating RFPs. Then we spent
more time watching demos and interviewing software vendors. It took an incredibly
long time to show value.
Now: We visit an app Store and click, “buy”. Procurement is automated and we can
pay with credit cards or purchase orders.
Value: We achieve positive ROI sooner.
Enhance Governance
Was: We either made upgrades and kept our fingers crossed that it would work, or
we became bogged down in analysis paralysis from our change management
process.
Now: Platform vendors provide tools to manage upgrades, determine risks, preserve
upgrades, and segregate scoped apps and their data.
Value: We can plan and upgrade with less impact.
Avoid “Custom App Hell”
Was: We developed custom applications for every new business need. We were
then stuck with maintaining, documenting, training, and management all those apps
Now: We use a Store to buy new apps and add them to our cloud platform of record.
Apps are maintained by 3rd
-parties with full-support and roadmap discipline.
Value: The burden of maintenance doesn’t fall to us.
Ensure Supportability
Was: We were stuck maintaining everything we customized or changed. Vendors
passed the buck back onto us, their customer.
Now: Scoped apps provide a way to be removed without leaving relic behind. Data
can always be preserved. We know one scoped app can’t interfere with another.
Value: We have a “chest to poke” should something go wrong.
Control Licensing and Costs
Was: Every solution we need to add came with new negotiations, new legal review,
new security profiles, and new headaches.
Now: We can leverage the cloud platform’s licensing, procurement vehicle, and
licensing model. Everything is pre-negotiated and rapidly repeatable.
Value: We know our costs earlier and can avoid unexpected costs.

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New ServiceNow Capabilities
The “So What?” of Adding Applications
Classes of Store Apps
Currently apps available to augment ServiceNow on the Store fall into four
classes. It’s important to understand that taxonomy in order to understand the value
each can provide. These classes are based on core functionality, not a human-
defined definition or field value.
Integrations
Designed to combine functionality between
ServiceNow and a 3rd
-party enterprise solution.
These types of apps provide tremendous value if a
customer owns both ServiceNow and the other
solution, but don’t offer universal appeal. Slice,
dice, scoop, and stab other solutions in and out of
ServiceNow.
Utilities
Exclusive to ServiceNow, these apps are the
“Chrome” of ServiceNow. In much the same way
that the first tool downloaded on a new laptop is
Google Chrome, these are the apps that new
ServiceNow customers should download first.
They fill gaps in the usability of the platform itself
and accelerate productivity and user efficiency.
These are your users necessities; the “milk and
eggs” apps.
Module Improvements
Drop-in replacements to existing modules* of
ServiceNow, these apps enhance capabilities
and provide value not available “out-of-the-box”.
While the functions of these apps might exist as
default applications in ServiceNow, developers
have improved in these areas by leveraging their
industry experience. These apps improve your
hamburger to steak.
Line of Business Applications
These applications unique to an industry or
specific business use-case. For many of these
applications, the ServiceNow platform is stripped
and includes no other “out-of-the-box” applications
alongside this core app. With custom branding,
end-users may not even be aware they are using
the ServiceNow solution at all. It’s the platform
under the hood and behind the scenes powering
these extra “desserts” in specific use-cases.
*Technically, ServiceNow uses the term “module” to apply to functions within an “application”. The more-prevalent and
industry-standard definition is used here.

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Real-World Examples of Store Apps
Understanding actual real-world examples of apps that are available for download
today on the ServiceNow Store.
Integrations
Maps
Stave Inc.
• Integrates ServiceNow with the Esri®
ArcGIS online map platform
• Visualize location-aware data records
from ServiceNow on online maps, with
custom tooltips, and pins.
Utilities
Data Masker
Stave Inc.
• Prevent Personally Identifiable
Information (PII) and other sensitive data
from ever being entered into your
ServiceNow.
• Avoid costly compliance audit and
corrective actions by stopping unwanted
data from entering the cloud
.
Module Improvements
CMS+
Stave Inc.
• Deploy mobile-friendly portals using
codeless technologies.
• Dramatically reduce the time required to
deploy a portal – generally by 90%.
• Avoid the nightmares of Jelly code, the
hassle of HTML, and the maintenance
cost of CSS.
Line of Business Applications
Relationship Manager
Stave Inc.
• Best in class Business Relationship
Management (BRM) capability to delivery
business value to customers throughout
your organization.
• Manage customer strategy
• Forecast service demand, and deliver
great things as a services organization.
Many More…
The sky is the limit of what capabilities can be added to ServiceNow through Store
apps, and that’s the point. Innovation is occurring at a rapid pace, and only getting
faster.

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Conclusion
Taking the Plunge on Adopting an aPaaS Strategy
Platform Extension Strategies Solve the REAL IT Challenges
IT can maintain positive involvement in purchasing decisions
IT can maintain and govern shadow IT solutions and policies
System consolidation reduces costs of licensing, and support
Satisfied users will come to IT first for future services needs
Simplified processes save money, and provide results faster
ServiceNow Is the Ideal aPaaS Platform
Organic ITSM capacities provide immediate value and justification
Store apps can be deployed rapidly and easily
A community of critical mass ensures support and legacy
Expansion in line-of-business needs is seamless and supported
Procure New Capabilities Using the ABCs
A Adopt new capabilities that exist already in your platform.
B
Buy those capabilities if necessary to off-load the resources required to
design, build, support, document, and maintain.
C
Create the capabilities yourself as the last-choice and plan to maintain,
document, and support.
Get Started at
store.servicenow.com

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About Stave Inc.
www.staveapps.com
Stave was founded in 2014 and is headquartered in San Diego, California, USA, with
development centers in Victoria Island, British Columbia, Canada and New Smyrna
Beach, Florida.
1. We’re 100% dedicated to building Enterprise Platform Apps on the ServiceNow
platform.
2. Our focus is on designing, developing, delivering, and supporting great enterprise
software.
3. Stave apps are available to our customers exclusively through the ServiceNow
Store.
Reaching Out
Web: www.staveapps.com
Email: learn@staveapps.com
Phone: (858) 925-5780
Headquarters:
888 Prospect Street, Suite 200
San Diego, CA 92037

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Legal
Trademarks and Reserved Rights
All copyrights, trademarks, and intellectual property remain the property of their
respective rights-holders.
Screenshots provided courtesy of ServiceNow®.
ArcGIS is a registered mark of Esri®..
Infographic provided courtesy of Kilderkin Group.
Microsoft, Apple, Cisco, Kilderkin Group, Cerna Solutions, Salesforce.com, and other
tools are property of their respective companies.
Gartner, Logicalis, McKinsey & Company, Forrester Research, IDC, and Capgemini
reports and analysis remain the intellectual property of their respective firms.