![What customers are saying…
“The financial business case, vision and user interface. Service-now
came out ahead on all fronts.”
“We’ve seen dramatic increases in our first-call resolution of %500.”
“It’s powerful, flexible and helps us do all of our crazy business
processes that we design. It’s incredibly feature rich.”
“Service-now.com just worked. Within a week we were up and
running. With Service-now.com I saw innovation and features that I
didn’t expect.”
“Did you need training to use this [iPhone]? That’s how it’s going to
be [with Service-now.com].”
Video / Media coverage
PDF / Presentation
Video
PDF / Webinar](https://image.slidesharecdn.com/servicenowcomciopresentation-12893383943373-phpapp02/85/Service-Now-Com-Cio-Presentation-18-320.jpg)
Service Now.Com Cio Presentation
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- 2. Creator of SaaSfor IT ITIL and service desk roots San Diego; global offices Founded to simplify IT Double customers, revenue yearly Driven by customer success
- 3.
- 4. Experience in yourindustry
- 5. Experience in yourindustry
- 6. IT is changing.Dramatically. Business strategy Enterprise strategy, innovation and differentiation Transformational Partnering with the business & process transformation Functional Focused on IT operational excellence “State of the CIO 2010: Three CIO Types: Business Strategists Gain Ground” - December 2009 Source:
- 7. Why are thesequestions hard? what does it cost? what do I have? working on right things? how is it performing? business transparency? driving innovation?
- 8. Challenge the statusquo Legacy technology impeding progress, maturation Facing costly and resource-intense upgrade Information is difficult to analyze and unreliable High cost to maintain; requires specialized resources “New” workforce is technology savvy
- 9. Change the rules Becomean IT hero and a business leader Position yourself for success today and tomorrow Do what you need to do and do it faster Help staff be more productive and eliminate operational tax Don’t worry about upgrades or version-lock Trust the vendor that defined and perfected the SaaS model
- 11. Predictable, lower TCO Year1 Year 2 Year 3 Year 4 Year 5 Year 6 flat-fee implementation initial implementation upgrade maintenance low, predictable costs upgrade Service-now.com Legacy software $
- 12. • Pivot TableReporting • Knowledge Centered Support • Graphical timelines Fall 2009 Rapid, customer-driven innovation January 2009 October 2010 • Service Portfolio Mgt • Project and Portfolio Mgt • IT Cost Mgt • Field Service Mgt • HR and Facilities Mgt Spring 2010 September 2009 May 2009 January 2010 June 2010 Winter 2009 • Service-now.com Mobile • Global Search • Project Management • Cross-application Graphical Workflow • Home Page Layout Controls • Content Management System • ITIL-based Best Practices plug-ins • CIO dashboard Spring 2009 • Powerful email client • Self-service password reset • Instance performance monitoring • Track mobile workstations in DHCP environments Winter 2010 • Software Development Lifecycle • Sales Force Automation • IT Process Orchestration (incl VMWare Pack) • Content management templates Fall 2010
- 13. Working with theexperts Scalability Proven massive scalability Dedicated database and application Architected to scale horizontally Integrated, small footprint Organic dev, no acquisitions Designed for web-based transactions Security VPN tunneling HTTPS/SSL/TLS Role-based security Contextual security Password, data encryption Data center physical security Trusted from the user to the data center Architected for the largest enterprises Availability Proven 99.97% availability Automated upgrades Geographically separated disaster recovery Resilient SAS 70 Type II data centers Always-on user experience
- 14. The new safebet
- 15. Our leadership isyour advantage • Path to transform for the cloud-era • Become more nimble to gain more control • Drive staff toward maximum efficiency • Deliver transparency and demonstrate value of IT • Reduce costs and focus on things that grow business • Six years of SaaS experience in the most complex environments translates into your success • Most innovative and established enterprises trust Service-now.com
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- 17. demo now www.service-now.com/demo research us www.service-now.com requestinfo info@service-now.com
- 18. What customers aresaying… “The financial business case, vision and user interface. Service-now came out ahead on all fronts.” “We’ve seen dramatic increases in our first-call resolution of %500.” “It’s powerful, flexible and helps us do all of our crazy business processes that we design. It’s incredibly feature rich.” “Service-now.com just worked. Within a week we were up and running. With Service-now.com I saw innovation and features that I didn’t expect.” “Did you need training to use this [iPhone]? That’s how it’s going to be [with Service-now.com].” Video / Media coverage PDF / Presentation Video PDF / Webinar
- 19. Why are thesequestions hard? what does it cost?what do I have? workingon right things? how is it performing? business transparency? driving innovation? “keeping lights on” business growth
- 20. the old waysdon’t cut it anymore
Editor's Notes
- #3 Intro Service-now.com Creator of SaaS for IT Built on ITIL from the ground up HQ in San Diego with global presence Goal is to make IT management easier. Help companies Transform. Double customer and revenue every year since inception Driven by customer success
- #5 Sample of our customer base We are laser focused on the Global 2,000 market place which crosses all verticals. Service-now.com employees: For case studies, please visit our Sales Force Automation (HI) Knowledgebase. Search “Case Studies”.
- #6 Sample of our customer base We are laser focused on the Global 2,000 market place which crosses all verticals. Service-now.com employees: For case studies, please visit our Sales Force Automation (HI) Knowledgebase. Search “Case Studies”.
- #7 State of the CIO 2010: Three CIO Types: Business Strategists Gain Ground” – CIO Executive Council Dec 2010 While no CIO is solely occupied by the activities of a single role type, we can begin to categorize core philosophies into the following types: Functional: Focused on IT organization and operational excellence. Transformational: Drive change by working with the business. Focus on process reengineering and automation. Business Strategy: Business strategy with a focus on external business issues, customers and markets. There’s no doubt that companies are in different states of maturity that require different CIO leadership qualities/types; however achieving a state of business strategy remains the target. For the third year in a row, the number of CIOs in North America who spend the majority of their time on activities that drive business strategy, innovation and differentiation has increased, according to the State of the CIO survey. 2008 – 12% of CIOs focus on activities that drive business strategy 2009 – 18% 2010 – 21% Based on my experience, let’s take a look at what I perceive is holding back the remaining 80% from spending time on identifying ways to leverage technology to drive business strategy. Legacy focus - Legacy apps consume resources - Existing investments are untouchable - Control = on premise or managed by my people - Tolerate high cost, unusable technology - Risk averse Strategic focus - Simplify - Culture that evaluates status quo - Drive out maintenance - Emphasize transformation & growth - Reduce effort & time for decisions
- #8 Does your CIO ask these questions? Why are they hard questions to answer? What do I have? – Does it take an army of resources to create a CI map? What does it cost? Are you able to tell your CIO what it costs to deliver services to the business? How much time does it take to compile information from several different sources? Work on the right things? – Can you justify what staff members are working on? Are they working on projects and initiatives that deliver strategic value? How is it performing? – Do you have dozens of resources analyzing IT’s ability to meet commitments? Business transparency? – Are you making it easy for the business to understand your value and to work with you? Driving innovation? – Is IT driving innovation standards across the business?
- #9 Here's what we've heard from our customers and prospects about the technologies used to try and run IT/answer the questions on the previous slide. IT is spending too much time on activities that do not deliver business value. Work is difficult to accomplish.
- #10 Overcome the fear of change. The fear of change is what is stopping you from moving forward. This slide is about Service-now.com. Become an IT hero and a business leader - Single platform; native integration delivers more automation, data that drives decisions Position yourself for success today and tomorrow - 100% implementation success, fixed fees, add new apps as needed Do what you need to do and do it faster - Use ITIL and state-of-the-art customization to meet specific needs Help staff be more productive and eliminate operational tax - Simple, familiar Web usability; fully hosted means nothing to maintain or own Don’t worry about version-lock or upgrades - Automated, non-intrusive upgrades preserve all changes; keep your organization productive Trust the vendor that defined and perfected the SaaS model - Six years of upgrade experience; proven 99.97% SLA; 400+ references
- #11 Simple & consistent Modern, consistent usability Consumer Web app concepts Organic development Flexible Built on ITIL v3 from ground up Customize, build new apps Phased implementation, big-bang Secure SAS 70 Type II, redundancy Encryption, role-based, VPN tunneling Dedicated database & application set Lower total cost Reduce management costs by 60% Implement at fraction of subscription fee Zero infrastructure and upgrade costs Easy to integrate Web-services, secure Wide range of integrations Faster integration Speed production time Implement in 25% time Automate more processes faster Continuous improvement
- #12 Service-now.com offers SaaS applications to support four main audiences: CIOs and executive management Operations Application development Customers / employees CIOs - For CIOs, we give them more control with less work. The goal is to offer technology that allows CIOs to exit the weeds and day-to-day management of fires to focus on defining how technology can help drive business growth, entrance into new markets, increase revenue and create a better customer experience. What’s the state of the services? Operations – Service-now.com offers a set of applications that will entice users to want to use the system. Our users view Service-now.com as a tool to make their life easier, not impediment. Web 2.0 usability means that the application is familiar.
- #13 Slide 8: Predictable and flexible Slide goals Service-now.com cost predictability – flat-fee implementations, no cost upgrades, no infrastructure, access to all applications. Speaker notes History repeats itself and the legacy vendors track record is littered with unpredictable costs throughout the life of customer application usage. Implementations often cost three times that of the license purchase price, carry heavy maintenance fees and consume valuable resources. David Coyle of Gartner said it best, “Most companies simply replace their service desk technology every five years”. When evaluating the true total cost of owning and maintain legacy software it is important to think about the following cost areas: Licensing and annual software maintenance fees Consulting costs to get the app running and assist with upgrades potentially every three years Internal resources to manage and administer the application and the infrastructure that it runs on. Also think about the consumption of valuable resources during upgrade years. Infrastructure costs can be a big variable cost. This includes infrastructure that supports production, test/QA and redundancy. Compare this to flat-fee implementations, predictable subscription licensing, zero-touch upgrades, and no infrastructure costs. Not to mention, access to all applications without needing to contact your account rep to shell out more money.
- #14 DO NOT REVIEW ALL RELEASES – SIMPLY DISCUSS: Continuous innovation led by customer community Three releases per year deliver significant new functionality and applications that are included in the subscription.
- #15 We’ve solved problems that our competition hasn’t yet encountered Modern implementations Integration Upgrades and preservation of all customer changes Performance in low bandwidth areas Security, local privacy Support model Global data centers Language and currency localization Security – trusted link from the user to the data center and everything in between VPN tunneling HTTPS/SSL/TLS Role-based security Contextual security Password, data encryption Data center physical security Scalability – architected for the largest enterprises Proven scalability in Fortune 50 organizations Enterprise deployments Dedicated database and application set We split our database by customer instance — the instance is the unit of deployment and allows us to scale horizontally by deploying more servers with more instances. Our application is tightly integrated and had a small footprint (we didn’t put it together from multiple acquisitions) It’s designed from the ground up for web-based transactions. Availability – Always-on user experience Proven 99.97% availability Automated upgrades Geographically separated disaster recovery facility Redundant, resilient SAS 70 Type II data centers
- #16 The vendor landscape has changed, dramatically. Service-now.com is now the new safe bet that will grow with you as we build the next great software company.
- #17 Slide 10: Why Service-now.com now Slide goals Describe why the person you are speaking with needs to act now. Speaker notes Now that I have outlined what Service-now.com has done for your peers, I’d like to highlight reasons why Service-now.com presents significant opportunity for you now. I believe Service-now.com represents tremendous opportunity to help you: - Enable faster growth and lower cost - Become more nimble to gain more control - Drive staff toward maximum efficiency - Deliver transparency, demonstrate value of IT (from a service and financial perspective) - Leverage a new business model designed for you
- #18 Sample of our customer base We are laser focused on the Global 2,000 market place which crosses all verticals. We currently stand at 170+ customers (all Global deployments with the exception of 2 customers) and 22,000 managed seats. All of our customers are reference-able and are willing to speak with our prospects. Service-now.com employees: For case studies, please visit our Sales Force Automation (HI) Knowledgebase. Search “Case Studies”.
- #20 Slide 7: What are customers saying… (2 minutes) Slide goals Highlight specific customer quotes that describes how Service-now.com changed IT management Speaker notes Service-now.com customers will tell you the application has transformed their business by reducing costs, increasing customer satisfaction and productivity, enabled more nimble operations, and was as easy to use as the iPhone. Here are a few customer quotes: “In terms of meeting our requirements, the financial business case on TCO, vision of where the two products are going and user interface. Service-now came out ahead on all fronts.” “We’ve seen dramatic increases in our first-call resolution. Rates increased about 500%.” “It’s powerful, flexible and helps us do all of our crazy business processes that we design. It’s incredibly feature rich.” “Service-now.com just worked. Within a week we were up and running. With Service-now.com I saw innovation and features that I didn’t even expect to be available.” “Did you need training to use this [iPhone]? That’s how it’s going to be [with Service-now.com].” To view customer testimonials in multiple formats, click on the hyperlinks under each customer logo.
- #21 Does your CIO ask these questions? Why are they hard questions to answer? What do I have? – Does it take an army of resources to create a CI map? What does it cost? Are you able to tell your CIO what it costs to deliver services to the business? How much time does it take to compile information from several different sources? Work on the right things? – Can you justify what staff members are working on? Are they working on projects and initiatives that deliver strategic value? How is it performing? – Do you have dozens of resources analyzing IT’s ability to meet commitments? Business transparency? – Are you making it easy for the business to understand your value and to work with you? Driving innovation? – Is IT driving innovation standards across the business?
- #22 The old ways don’t cut it anymore (1 minute) Slide goals Technology is evolving rapidly and so are business models. Are your technology vendors adapting fast enough to keep up with demands? Speaker notes Technology is evolving rapidly and the rate in which evolution is occurring is increasing. Evidence is all around us. Apple, Google, and Amazon completely altered the playing field by forcing longtime market leaders to fundamentally change their business models. In short, the old ways don’t cut it anymore. Gartner recommends CIOs look to: - Simplify and consolidate - Business cases must be as factual as possible with a focus on what and how - Cost optimization should result in tangible results - New, innovative business and IT models should be leveraged to become more agile and better prepared to take on the new economy - Create more visibility into how IT is performing, what people are working on, and costs The question is, what are you doing to adapt to the new economy and the new rules of business? Are the technology vendors you have invested in doing the same? After all, IT is core to business success. Potential talking point Taking brickphone and Walkman concepts from the past, Apple developed a completely new personal computing platform. While they used concepts from the past, new modern technologies were used. One $500 video card today (1.5 teraflops) is more powerful than the world’s fastest supercomputer just twelve years ago?