Post on 14-Aug-2015
Nidhin JacobSenior Manager, Client Service Delivery
Ingram Micro
Ravi RajamaniSenior ServiceNow ConsultantAspire Systems
Agenda
ITSM – The enablers and constraints
ServiceNow – Introduction and key benefits
How to ensure an effective ServiceNow Implementation?
•The Prerequisites•A realistic, yet effective Roadmap•Avoid the Pitfalls
Summary
Case study: ServiceNow implementation for a Fortune100 firm
Questions and Answers
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
• ITSM – The enablers and constraints• ServiceNow – Introduction and key benefits• How to ensure an effective ServiceNow
Implementation?• The Prerequisites• A realistic, yet effective Roadmap• Avoid the Pitfalls
• Summary• Case study: ServiceNow implementation for a
Fortune100 firm• Questions and Answers
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
ITSM – The enablers and constraints
ITSM defines the process for IT service operation leading to
•Standardized Process across Organization•Global level process commitment•IT operation metrics can be tracked and measured•Improvement in the overall productivity
Implementing ITSM processes can hit bottlenecks
•Too many processes, too little time to implement•Poor Understanding of the ITSM processes•Low Engagement of IT service desk professionals•Requires continual improvement else processes becomes obsolete
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
• ITSM – The enablers and constraints• ServiceNow – Introduction and key benefits• How to ensure an effective ServiceNow
Implementation?• The Prerequisites• A realistic, yet effective Roadmap• Avoid the Pitfalls
• Summary• Case study: ServiceNow implementation for a
Fortune100 firm• Questions and Answers
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
ServiceNow – Introduction and key benefits
• ServiceNow is an enterprise cloud company• Platform-as-a-service provider of Enterprise Service
Management software• Most flexible and scalable solution• Every thing as a service
ITSSM Tools
Service Desk
HelpDesk Tools
•Social IT•Mobility•Analytics•IT Finance Management•Demand Management•Governance•Change Management•Employee Self Service•Service Request Management•SLA management•Knowledge Management•Configuration Management•Incident Management•Problem Management•Lean Asset Management•Reporting
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
• ITSM – The enablers and constraints• ServiceNow – Introduction and key benefits• How to ensure an effective ServiceNow
Implementation?• The Prerequisites• A realistic, yet effective Roadmap• Avoid the Pitfalls
• Summary• Case study: ServiceNow implementation for a
Fortune100 firm• Questions and Answers
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
Prerequisites for ServiceNow implementation
Get stakeholders on-board
A Roadmap
Well defined process Know your Metric/KPIs
Prerequisites
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
• ITSM – The enablers and constraints• ServiceNow – Introduction and key benefits• How to ensure an effective ServiceNow
Implementation?• The Prerequisites• A realistic, yet effective Roadmap• Avoid the Pitfalls
• Summary• Case study: ServiceNow implementation for a
Fortune100 firm• Questions and Answers
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
A realistic, yet effective roadmap
An effective roadmap lets you do the following with the planned implementation•Visualise•Track•Foresee
How to keep it realistic ?•Understand the limitations of the current system•Map your requirements, effort needed against thevalue it delivers•Spread and go deep•Create many milestones not just one final target•Bend not Break it•Everything should be made as simple as possible,but no simpler•Set the right expectation
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
• ITSM – The enablers and constraints• ServiceNow – Introduction and key benefits• How to ensure an effective ServiceNow
Implementation?• The Prerequisites• A realistic, yet effective Roadmap• Avoid the Pitfalls
• Summary• Case study: ServiceNow implementation for a
Fortune100 firm• Questions and Answers
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
Avoid the pitfalls
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
• Over reliance on out-of-box features
• Poor process definition• Lack of ServiceNow capability
awareness
Pitfalls
• ITSM – The enablers and constraints• ServiceNow – Introduction and key benefits• How to ensure an effective ServiceNow
Implementation?• The Prerequisites• A realistic, yet effective Roadmap• Avoid the Pitfalls
• Summary• Case study: ServiceNow implementation for a
Fortune100 firm• Questions and Answers
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
Summary
Successful Service Now
Implementation
Organization wide vision
Roadmap
Quick Wins
Business Focused Process
People, Awareness
and Acceptance
Continual Improvement
Process
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
• ITSM – The enablers and constraints• ServiceNow – Introduction and key
benefits
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
• How to ensure an effective ServiceNow Implementation?
• The Prerequisites• A realistic, yet effective Roadmap• Avoid the Pitfalls
• Summary• Case study: ServiceNow implementation for a
Fortune100 firm• Questions and Answers
Case study: ServiceNow implementation for Fortune100 firm
•Task Creation, monitoring and approval was done manually
Changemanagement
•Processes to be implemented a global scaleScalability Issues
•No Metrics/ KPIs could me measured and trackedTracking Issues
•Poor engagement and adherence to the processesUsability Issues
Customer
•World's largest wholesale technology products distributor•Revenue in excess of $40 Billion•Presence in over 170 countries, over 21,000 employees and 200,000 customers
Challenges•Largely Manual and was treated as any other manual
taskIncidentManagement
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
Case study: ServiceNow implementation for Fortune100 firm
• Aspire partnered with the client to transform their IT Service delivery
• Implementation of ServiceNow across the organization
• Integration of ServiceNow with the existing BMC BPPM and other legacy systems
• Service Catalogue Implementation• Key performance metrics defined and tracked• Information dashboards
Solution
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
30% cost reduction
Instantaneous Response
Time
Increased Customer Satisfaction Higher adoption rate
Improved Turnaround
time
• ITSM – The enablers and constraints• ServiceNow – Introduction and key benefits• How to ensure an effective ServiceNow Implementation?
• The Prerequisites• A realistic, yet effective Roadmap• Avoid the Pitfalls
• Summary• Case study: ServiceNow implementation for a
Fortune100 firm• Questions and Answers• To know More: http://aspiresys.com/
©1996-2015 Aspire Systems, Inc. US | UK | BENELUX | ME | IND
Thank You!