elevating the end user final experience
DESCRIPTION
Presented at Knowledge 11 FrankfurtTRANSCRIPT
Elevating End User Experience
Bart FaesHead of Global Business DevelopmentOrange Business Services
Paul PearceProduct SpecialistOrange Business Services
agenda
• Why ServiceNow?• Orange Service Management• Orange CIC: what is it?• End user experience• CIC demo
ServiceNow, the choice of Orange
Orange Business Services selected ServiceNow as their preferred and unique IT Service Management solution partner because they offer:
a completely new IT service management software experience
a powerful & simple enterprise service desk application
Software-as-a-Service (SaaS), completely aligned with the Cloud strategy of Orange
users
IT organization
providerc
providerb
providera
cust
om
er
org
aniz
ati
on
infra team
team 3
team 2
team 1
Orange as consulting & integration partner
tools: ServiceNowconsulting: Organization assessment, process design, service catalog, SLA definition, SM integration
how to setup the tool! Process setup, ISO20K certif.
Orange service management offers for managed services - Service Select FrameworkCIC 2.0, process ,monitoring & reporting using: ServiceNow, Orion Covering: Orange’s portfolio, extendable to customer and partner infrastructure
Orange Service Management
customer challenges: focus on managing complex infrastructures
Orange managed
third party managed
customer managed
• routers• servers• LAN switches• shapers• video equipment• IP telephony• accelerators
different capabilities
different languages
different reports/SLAs
CIC “a single pane of glass”
customerowned/managed
securityserver
third partyowned/managed
LANshaper
Orangeowned/managed
CPE network
customerowned/managed
securityserver
customerowned/managed
securityserver
third partyowned/managed
LANshaper
third partyowned/managed
LANshaper
Orangeowned/managed
CPE network
Orangeowned/managed
CPE networklet Orange Business Services focus on the complexitywhile you focus on your core business
advanced level of service management
any device, anywhere
a solution composed of people, processes and tools
flexible, customizable
offer and platform
End-user experience
End user perception of a complex environment
Customized Infrastructure Care• a service management solution built on best-in-class people, processes
and tools (ServiceNow!)
• provides the full range of infrastructure monitoring, control and support capabilities – all interlocked as per ITIL best practices to enable rapid deployment of an ITIL-based service management operation, supported by ISO-certified support teams
• delivers world-class ITIL support on Orange, customer or third-party devices and communications infrastructures
Key features•a customer-focused, ITIL-aligned service management solution designed by experts …
•…. across technologies, management levels and Orange, customer and third party infrastructures …
•that improves visibility, control, and cost effectiveness of your ICT infrastructure
1
23
integration to multiple systems is the norm
integrated
Enhancing our offer with Service-now
zero cost for upgrades & applications
zero cost for infrastructure
zero acquisition – one platform commitment
in the cloud
ITSM solution that is a pleasure to use
look and feel of Apple, Google and
Amazonwhat ever the media where ever you are
friendly interface
based on ITIL V3
built from the ground but customizable
best practices aligned
Web 2.0
fast implementation
Integrated modular platform
secured SAS-70 Type II compliance
datacenters on each continent
security compliance
customers customers in production
Fortune 1000 customers
Global 2000 customers
industries Represented countries
Welcome to a live demonstration to Orange’s IT Service Management Platform for customized infrastructure care, or CIC2.0
To login, select a role from the below list and enter the corresponding user name and password into the login fields.
Orange Service Management information Contact someone about CIC2.0
CIC demo
https://orangecic.service-now.com
architecture
third partyowned/managed
LANshaper
customer environmentcustomer environment
Orange service deskcustomized service desk
(CSD)Orange and third-party fix
agenciesGSI for nonstandard
customer enduser support
customer enduser support
CxO/
Manager
CxO/
Manager
CIC2.0 platformvirtual hosting environment
pollers and jump box in customer DMZ hosted in Orange data center
incident / performance mgr
CMDB
securenetwork access
Orange resourcesSenior Consultant
Customer Service Manager
Change Manager
firewallfirewall
configuration mgr
CIC ITIL platform
real-time ITIL process dashboards
monthly operational reports
online incident, change, service catalog creation and trackingknowledge basecustomer
owned/managedsecurityserver
Orangeowned/managed
CPE network server
Service Management Product SpecialistPAUL PEARCE
Orange Business [email protected]
Head of SM Business DevelopmentBART FAES
Orange Business [email protected]
Please complete the survey form that was left on your chair, and return it to the proctor as you leave
Please complete the survey form that was left on your chair, and return it to the proctor as you leave