1)Do you want to improve workflow efficiency across departments in your organization? 2) Do you want to prevent service outages and maximize operational agility? 3) Do you want your IT resources to focus on business goals? Know how ServiceNow is changing the way people work! Learn more on how ServiceNow is redefining traditional cloud architecture and understand the tangible cost benefits your organization begets with this single window, automated enterprise platform. This is ROADMAP 101 to ServiceNow.

1. Roadmap 101
For
ServiceNow Platform

2. Introduction & Overview
ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION 2
• About Alcor
• Integrated Service Management
• Roadmap 101
– Why develop a roadmap?
– Strategy & roadmap: There is a difference
– Who should be involved?
– How to build & maintain a roadmap

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About Alcor
• Founded in 2008, Alcor is a California corporation with its global headquarters in Los Angeles and presence
in San Francisco Bay Area (ITSM Practice), New York, Ohio and Canada.
• Alcor provides solutions in the areas of Service Management, Cloud Provisioning & Management, IT Security
& IT Automation
• Alcor consulting focuses on leveraging technology, process re-engineering and providing professional
services. We perform projects & provide ongoing support as well as expert resources for staff augmentation
• Current engagements cut across leading enterprise clients within US, Canada, Europe and India.
Alcor Services

4. ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION 4
Our Clients

5. Introduction & Overview
ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION 5
• About Alcor
• Integrated Service Management
• Roadmap 101
– Why develop a roadmap?
– Strategy & roadmap: There is a difference
– Who should be involved?
– How to build & maintain a roadmap

6. Enterprise Service Delivery Is Often
Fragmented
In many of our clients, organizations work largely with an inward focus on achieving their specific
objectives and leveraging preferred methodologies to create value for the end customer
 While all the teams are
focused on delivering value to
business, there is potential to
optimize the flow of value by
building interconnections
 App Dev  AMS  D&E
 Architecture  IT Ops
 Facilities
 Compliance
 HR
 Customer Service
6ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION

7. Integrated Service Management
App Dev
HR
SM
Facilities
Finance
IT Ops
Compliance
C
M
R
M
P
M
A
M
IM
E
M
For effective service delivery, we believe it should be viewed as an integrated system geared towards
creating, delivering and sustaining value through delivery of services
 Service Management
needs to play the role of
building interfaces and
connecting frameworks
to help optimize flow of
value to business
 Alcor implements
solutions that enable the
services value chain
7ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION

8. Service Management Needs Adoption
Alcor believes that it is critical to have common ground and interface for all stakeholders for
effective Service Management
 Agreement on
Standards
 Right Level of
“Process”
 Adoption
Client Business Model Framework
Operations View Point Business / Apps View Point
Service Management
View Point
 Quality of Run/Maintain
 Minimizing defects
 Speed / Agility
 Functionality
 Rigor
 Standardization  All stakeholders are
following standards and
processes
 Need to build interfaces and
common medium
 Service Management needs
to play the role of defining /
articulating business value
to all stakeholders
8ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION

9. ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION
Introduction & Overview
9
• About Alcor
• Integrated Service Management
• Roadmap 101
– Why develop a roadmap?
– Strategy & roadmap: There is a difference
– Who should be involved?
– How to build & maintain a roadmap

10. Why Develop a Roadmap?
ServiceNow
Implementation
Roadmap
Development
Assess
implementation
options based
on best
practices &
constraints
Planning &
Discussions
to Identify
Service Mgmt
Requirements
Assess
options for
cost &
relevance to
drivers
Develop the
recommended
Implementation
Roadmap
SCOPE OF WORK
MGT
CHKPT
• Review and understand key Service Management requirements & drivers
• Provide best practices on a typical ServiceNow implementation, in terms of processes,
modules, integrations
• Build a framework to evaluate each module recommendation and the drivers that support it
• Analyze and present realistic options taking into account the current implementation & toolsets
• Evaluate the risk and develop a cost model for the implementation
• Develop a recommended implementation timeline, resource map & constraints
Build a simplified, integrated service management system & gain adoption
9ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION

11. When to Develop a Roadmap?
Ongoing Support
Ongoing ESM
Software
Management
Integration with
Enterprise
Applications
New
Implementations &
Upgrade Support
Expert Support
Troubleshooting
ESM Strategy
ESM Assessment
Business Case
Development
Software Evaluation
ESM
Implementation
Roadmap
ESM Process
Services
Process Assessment
Developing Process
Gold Masters
Implementation
Process Roadmaps
Organizational
Change
Management.
ESM Software
Implementation
Process Mapping
Core System Set Up
Implementation of
ESM Processes
Integration & Testing
Training & Go Live
Support
A roadmap depends on the current state, so invest in developing it based on
where you are in your journey…
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Roadmap Depends on Current
State…Security Example
Decision makers are loosing
sleep over information security
And it’s only going to
become more difficult
Phishing/Drive-by malware
is a proven tactic
Segmentations
best practices
not being
followed
Misconfigured
Security solutions
Cloud storage acts as
data exfiltration
channel
Lack of
governance
increase outbound
communications
• Cyber security strategy
– BCDR under cyber attack
• Vulnerability assessment
– Continuous management
• Pen testing
– DMZ, Web applications, Infrastructure
• Technology selection/implementation
• SOC
– 24X7 SIEM log monitoring
• Incident response
– Post Breach
Alcor Offerings

13. ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION
Strategy vs. Roadmap
13
Execution
Roadmap
Strategy
Define where you need to go
How will you reach
there?
The process of reaching
there…

14. ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION
Who Should be Involved?
14
Leadership
Functional Technical Clients
Advisors
A good roadmap building exercise serves as the first adoption building
initiative

15. • For each process/module recommendation, use a comprehensive
framework:
How to Build A Roadmap?
15
Recommendation
Business Drivers
Service
Requirements
Current
Process
Best Practices
Risk
TCO
ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION
Invest based on current status & goals…be realistic

16. ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION
Do Not Underestimate Organizational
Change & Its Impact
16
Organizational
Assessment
OCM Strategy and
Plan
Communication
Plan
OCM Execution
OCM Adoption
• Executive Sponsorship
• Business & IT Alignment
• Dedicated Team and
consistent effort
• Monitoring and
measurement of
Success
OCM Strategy and Plan
• Establish OCM objectives
• Establish key stakeholder
group and steering
committee
• Establish program team &
execution plan
OCM Execution
• Develop and execute
training
• Evaluate progress and
success
• Update and adjust strategy
and plan where required
Communication Plan
• Create communication
plan by stakeholder
groups (IT & business)
• Deliver key messages
Organizational Assessment
• Assess existing capabilities
• Identify key change
impacts and develop
mitigation plan
• Identify training
requirements
OCM requires focus and an iterative approach for success

17. ALCOR CONFIDENTIAL – NOT FOR DISTRIBUTION
Thank You!
17
Call us at (408)910-9815 / (925) 452-8231