fast forward service transformation · end-user, employee, ... 3 a modern solution for service...

Fast Forward Service Transformation

Bill SheridanVP, Enterprise Service Management

E: [email protected]

1Digital transformation is driven by

service transformation

AGENDA 2 3 principles to help you go faster

3A modern solution for service

management

Digitization

Disruption

Experience

Agility

Digital

Transformation Budgeted for digital transformation

initiatives in 2018

$1.3 Trillion

Source IDC

Every Industry, Every Company

Within 3 years of Netflix offering streaming

services (2007), Blockbuster filed for

bankruptcy.

Officially launched in 2011, Uber became

the fastest growth company by market

capitalization in history.

Macys, Walmart, JC Penney, Kmart, Sears

and many other 100 year old retailers have

felt the impact of online retailing

Entertainment Transportation Retail

The State of Digital Transformation

Source Ovum ICT Enterprise Insights 2018, n= 4798

Done GAP

Transformation is Cross-FunctionalIT HR Facilities Security PMO

Transformation

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Service Management is CriticalIT HR Facilities Security PMO

Employee

Onboarding

Challenge: Most Orgs Are Low Maturity

Source Gartner – n = 4320 (2998 from last 2 years)

Digital Transformation

Service Transformation

Business Transformation





management

3 principles to help you go faster

Define What

Transformation

Is To Your

Organization

Increase AutomationProvide a Unified

Service Experience

Digital Business Transformation Is Your Business

Transformation Takes Focus & Discipline

Digital Transformation initiatives should

align with the companies strategic

objectives. This is critical to achieve

transformation.

Projects and Programs should be tied to

Portfolios that have clearly defined business

cases and benefit plans. Investments,

Resources and spend should focus on

initiatives with the most valuable return

Look back at the initial demands, the

project execution and whether the

projected benefits and costs were on target.

Continuously refine and accelerate

execution.

Transformation is Strategic Manage the Portfolio Measure and Improve

IT and NPD Champions of DX

Source Grand View Research Market Research Report Apr 2017

➢ PPM Market Growing at

+12% CAGR

➢ IT Projects and NPD are

largest drivers

➢ Financial Services,

Insurance, Retail and

Healthcare among leading

industries

➢ Approx. 70% of companies

do not use a formal PPM

solution

Shifting

Strategies

“The cluster of technologies at the

peak in this Hype Cycle for Project

and Portfolio Management reflects

market response to an increased

need for faster change, driven

partially by digital business. PPM

leaders must shift strategies to

support digitalization or risk being

deemed irrelevant.”

– Mbula Schoen, Gartner

Unify the Service

Experience

“The customer experience

is the next competitive

battleground.”

- Jerry Gregoire

IT HR Facilities

Security Marketing Finance

Enterprise Service Management

“By extending service

thinking…vendors and I&O

professionals are unlocking new

value”

- Forrester Research

https://www.cherwell.com/resources/analyst-research

1. Extending ITSM capabilities

beyond technology services to

new, non-IT use cases.

2. Managing demand and supply

through a service app store

and service portfolio.

3. Speeding up workflow

automation through PaaS/low-

code development.

A Unified Service Portal

Improve worker productivity

Benefits of

ESM

A better service experience

Reduce costs

A platform that extends

Increase

Automation

“The first rule of any technology used in a

business is that automation applied to an

efficient operation will magnify the

efficiency. The second is that automation

applied to an inefficient operation will

magnify the inefficiency.

- Bill Gates

Automate Workflows and Tasks

Codeless Architecture

AI for Service Management

End-User, Employee,

Customer, …

Level 1 Agent,

Technician, Analyst,

…

Process Owner,

Manager, …

Faster

Benefits of

AutomationCheaper

Better





management

Increasing Speed

Improving Customer Experience

Cherwell Service

Management

Transforming

service

experiences.

Since 2007.

Bridging & Breaking Down Silos

ITSM VALUE

Value Across the EnterpriseIN

TE

GR

AT

ION

SS

OL

UT

ION

SE

NG

INE Cherwell Platform

ITSMITAM HR / Facilities Security PPM

CAM Hardware Kaseya ConnectWiseCisco

ACIWorkday ADP Bitdefender Everbridge Splunk Project

Workflow FilteringAI/NLPAggregationCodeless Automation

IT HR Security PMO

Leadership Recognition

“Decision Matrix”

Selecting an ITSM SaaS

Solution (2016)

“MarketScape”

Worldwide IT Service &

Incident Management

Software (2017)

“Magic Quadrant”

ITSM Tools

Challenger (2017)

“Wave”

SaaS Delivery Leader for

ITAM SaaS Tools (2017)



SUMMARY 2Define & align transformation with strategyUnify the service experienceIncrease automation

3An Enterprise Service Management

approach that enables service

transformation

fast forward service transformation · end-user, employee, ... 3 a modern solution for service...

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