david pickering –director solution consulting apj · • nyse: now • 1900+ employees ... it...

Confidential© 2013 ServiceNow All Rights Reserved 1

David Pickering – Director Solution Consulting APJ

ServiceNow

• NYSE: NOW

• 1900+ employees

• FY13 Revenue ~$500M

• 2000+ enterprise customers

The Enterprise IT Cloud Company

Confidential

• Worldwide HQ in San Diego, CA

with major sites in Silicon Valley,

Seattle, Amsterdam, Australia, Singapore,

Hong Kong and Japan

• Global datacenter operations in

North America, Europe and Asia-Pacific 2007 2008 2009 2010 2011 2012ServiceNow Annual Revenue

2© 2013 ServiceNow All Rights Reserved

it is not possible to SOLVE

today’s challengesYESTERDAY’S

TECHNOLOGY

with

“

”

The new world requires a new approach

Confidential

YESTERDAY’STECHNOLOGY

with

- Fred Luddy

Chief Product Officer, ServiceNow

”

3© 2013 ServiceNow All Rights Reserved

IT Help Desk

Replace and consolidate legacy help desk systems


# of IT Users

IT Service Management

Request

Problem

Incident

Change

CMDB

Discovery

Knowledge

Globalize and standardize IT service relationships


# of IT Users

Service RelationshipManagement

ERP/IT

IT Service

IT Service Management

Confidential

Inside and Outside the EnterpriseInformation Technology

IT ServiceManagement

IT Operations

HelpDesk

Help Desk

INFORMATION TECHNOLOGY

IT: The ‘New Manufacturing’

SALES SERVICES CUSTOMERSUPPORT

MARKETING

Confidential

LEGALFINANCE FACILITIESHUMANRESOURCES

Managing Service Relationships - IT

Procurement

HR

FinanceSales

Request: Service

New hire workflow

engaged to provision

laptop, phone, access

Procurement

HR

FinanceSales

Request: Service

Need recommendation

for vendor management

application

Request: Help

Incident auto-created:

Online CRM system

performance degraded

ConfidentialConfidential© 2013 ServiceNow All Rights Reserved 8

IT

Operations

Facilities

Legal

Services

Marketing

Request: Service

Auto-provision 25 VMs

for new education lab

IT

Operations

Facilities

Legal

Services

MarketingIT

Request: Info

How do I access email

on new mobile phone?

Managing Service Relationships - HR

Procurement

HR

FinanceSales

Request: Help

Need hiring forecast by

geography

Request: Service

ConfidentialConfidential

IT

© 2013 ServiceNow All Rights Reserved 9

Operations

Facilities

Legal

Services

MarketingRequest: Info

Need information about

latest benefits package

Request: Service

Process new contractor

resource request

HR

RequesterSERVICE CATALOG

SEARCH KNOWLEDGE

SERVICE

CATALOG

SEARCH

Provider

Executives

SERVICE RECORD

SERVICE-ORIENTED

WORKFLOW

Service Relationship

Management

APPROVALS &

NOTIFICATIONS

BUSINESS

DASHBOARDS

REPORTING

& ANALYTICS

Confidential

SEARCH KNOWLEDGE

COLLABORATE

SEARCH

KNOWLEDGE

COLLABORATE

SERVICE RECORD

> HELP

> ORDER

> CHANGE

> INFO

ASSIGN &

TRACK WORK

UPDATE

SERVICE

STATUS

KPI

DASHBOARDS

Executives

Requester ProviderBUSINESS

MANAGEMENT

PROCESS

AUTOMATION

RECORD

KEEPING

SERVICE

EXPERIENCE

Four Pillars of Service Relationship

Management

Confidential

MANAGEMENTAUTOMATIONKEEPINGEXPERIENCE

Service Relationship Management

Service Automation Platform

Operations

Procurement

Legal

Finance

Facilities

MarketingSales Services

Confidential

Information Technology

Service Providers Human Resources

Service Relationship Management

CMO

CRMCustomers

ERPSuppliers

CFO

Internal External

SRM

CIO

Procurement

HR

FinanceSales


Internal ExternalIT

Operations

Facilities

Legal

Services

Marketing

How We Used To Work

Confidential

What We’ve Been Doing

Emails Spreadsheets Phone Calls

Confidential

How we are going to work

CLOUD MOBILE LIGHTSPEEDGLOBAL

Confidential

ServiceNow – Service Automation Platform

Service Providers Line-of-Business

CMDB ChangeProblemRelease Incident Service CatalogPass Reset Work HR CaseAsset

SERVICE MANAGEMENT

Project & PortfolioCostVendor

Performance

Governance Analytics

BUSINESS MANAGEMENT

ENTERPRISE SERVICE MODEL

Confidential

MobileMobile

Resource

Mgt

Resource

Mgt

SecuritySecurity

Patch

Mgt

Patch

Mgt

Discover

y

Discover

y

IT CostIT Cost

AssetAsset

Event

Mgt

Event

Mgt

Collaboratio

n

Collaboratio

n

PlanningPlanningGovernanceGovernance

VendorVendor

SupportSupport

ReportingReporting

DeployDeploy

SDLCSDLC

CMDBCMDBBusiness

intelligence

Business

intelligence

BackupBackup

Server

Monitorin

g

Server

Monitorin

g

Network

Monitorin

g

Network

Monitorin

g

Applicatio

n

Monitorin

g

Applicatio

n

Monitorin

gAuthenticat

ion

Authenticat

ion

CMDB ChangeProblemRelease Incident Service CatalogPass Reset Work HR CaseAsset

OPERATIONS MANAGEMENT

Config

AutomationOrchestrationDiscovery Cloud

Provisioning

APPLICATION DEVELOPMENT

SDLC Custom Apps ‘Citizen’

Creators

Professional

Creators

ProcurementProcurementProcurement HR

Finance

Operations

Facilities Services

Sales

IT

Service Relationship Management – the future IT

Consolidate

Consumerize Intuitive, approachable

service experience for all users

Automate

Confidential

Legal Marketing

ConsolidateMove service systems to a

single system of record

StandardizeGlobalize service relationships

AutomateLights out, zero-touch

service automationIT

© 2013 ServiceNow All Rights Reserved 18

ServiceNow Portfolio

Resource

SDLCRelease

Incident

Problem

Change

OperationalApplications

Work

ManagementApplications

Password ResetConfig / CMDB

Service Catalog HR Service

Automation

IT CostIT GRCProject Portfolio Performance Analytics Vendor PerformanceVendor Performance

Confidential

PlatformSingle architecture and single data model - Social IT � Reporting � Survey Management � Content Management System �Knowledge Management & Managed Documents � Service Level Management � Graphical Workflow � App Creator � Team Development � Mobile – tablet & phone

InfrastructureApplications

Asset Cloud ProvisioningDiscovery Orchestration Config. AutomationConfig. Automation

Service AutomationPlatform