EY - Enterprise Service Management (ESM)FILE/EY-enterprise-service-management-esm.pdf · Enterprise...
2
EY • IT cost optimization • IT service costing • IT benchmarking • IT business performance • IT service management (ITSM) • IT performance management • Finance and business transformation EY’s IT optimization services are focused on reducing IT costs and driving more value from the technology investments. Consolidate data from multiple sources to enable workflow automation. Automate processes, leveraging EY’s preconfigured solutions to increase time to realize the benefits of a ServiceNow investment and significantly improve service quality. Easily leverage data from ServiceNow within Apptio and other tools to manage the business of IT by enabling cost transparency, business insights, a bill of IT, benchmarking and IT planning — provided by Apptio’s next-generation analytic platform. Business relationships EY’s strength in industry is a key differentiator for our clients. Together with key business relationships, EY is able to provide signi ficant value to the technology management environment, both tactical and business. Whether streamlining systems and process integration across the enterprise, reducing the cost of operations, or enhancing operational maturity, EY has robust solutions that span the entire breadth of the service life cycle. For more information contact: Aaron de Zafra, Principal IT Advisory Services Ernst & Young LLP San Francisco, CA +1 415 894 8932 office +1 415 786 2244 mobile [email protected] Brett Dolnick, Senior Manager IT Advisory Services Ernst & Young LLP San Francisco, CA +1 415 894 8419 office +1 925 209 4976 mobile [email protected] EY | Assurance | Tax | Transactions | Advisory About EY EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities. EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. For more information about our organization, please visit ey.com. Ernst & Young LLP is a client-serving member firm of Ernst & Young Global Limited operating in the US. All other product or company names mentioned herein are trademarks or registered trademarks of their respective owners. © 2015 Ernst & Young LLP. All Rights Reserved. 1504-1435646 ED None This material has been prepared for general informational purposes only and is not intended to be relied upon as accounting, tax, or other professional advice. Please refer to your advisors for specific advice. ey.com 4 Enterprise Service Management (ESM) April 2015 1504-1435646 Bifold edit_v3.indd Spread 1 of 2 - Pages(2, 1) 1504-1435646 Bifold edit_v3.indd Spread 1 of 2 - Pages(2, 1) 4/17/2015 1:08:29 PM 4/17/2015 1:08:29 PM
Transcript of EY - Enterprise Service Management (ESM)FILE/EY-enterprise-service-management-esm.pdf · Enterprise...
EY
• IT
cos
t opt
imiz
atio
n•
IT s
ervi
ce c
ostin
g•
IT b
ench
mar
king
• IT
bus
ines
s pe
rfor
man
ce•
IT s
ervi
ce m
anag
emen
t (IT
SM)
• IT
per
form
ance
m
anag
emen
t
• Fi
nanc
e an
d bu
sine
ss
tran
sfor
mat
ion
EY’s
IT o
ptim
izat
ion
serv
ices
are
focu
sed
on r
educ
ing
IT c
osts
and
dri
ving
mor
e va
lue
from
the
tec
hnol
ogy
inve
stm
ents
.
Cons
olid
ate
data
from
mul
tipl
e so
urce
s to
en
able
wor
kfl o
w a
utom
atio
n. A
utom
ate
proc
esse
s, le
vera
ging
EY
’s p
reco
nfi g
ured
so
luti
ons
to in
crea
se t
ime
to r
ealiz
e th
e be
nefi t
s of
a S
ervi
ceN
ow in
vest
men
t an
d si
gnifi
cant
ly im
prov
e se
rvic
e qu
alit
y.
Easi
ly le
vera
ge d
ata
from
Ser
vice
Now
w
ithi
n A
ppti
o an
d ot
her
tool
s to
man
age
the
busi
ness
of I
T by
ena
blin
g co
st
tran
spar
ency
, bus
ines
s in
sigh
ts, a
bill
of
IT, b
ench
mar
king
and
IT p
lann
ing
— pr
ovid
ed b
y A
ppti
o’s
next
-gen
erat
ion
anal
ytic
pla
tfor
m.
Busi
ness
rela
tions
hips
EY’s
stre
ngth
in in
dust
ry is
a k
ey d
iffer
entia
tor f
or o
ur c
lient
s.
Toge
ther
with
key
bus
ines
s re
latio
nshi
ps, E
Y is
abl
e to
pro
vide
sig
nifi c
ant v
alue
to th
e te
chno
logy
man
agem
ent
envi
ronm
ent,
both
tact
ical
and
bus
ines
s.
Whe
ther
str
eam
linin
g sy
stem
s an
d pr
oces
s in
tegr
atio
n ac
ross
the
ente
rpris
e, re
duci
ng th
e co
st o
f ope
ratio
ns,
or e
nhan
cing
ope
ratio
nal m
atur
ity, E
Y ha
s ro
bust
sol
utio
ns th
at s
pan
the
entir
e br
eadt
h of
the
serv
ice
life
cycl
e.
For
mor
e in
form
atio
n co
ntac
t:
Aar
on d
e Za
fra,
Prin
cipa
l IT
Adv
isor
y Se
rvic
esEr
nst &
You
ng L
LPSa
n Fr
anci
sco,
CA
+1 4
15 8
94 8
932
offi c
e+1
415
786
224
4 m
obile
aaro
n.de
zafr
a@ey
.com
Bre
tt D
olni
ck, S
enio
r Man
ager
IT A
dvis
ory
Serv
ices
Erns
t & Y
oung
LLP
San
Fran
cisc
o, C
A+1
415
894
841
9 offi c
e+1
925
209
497
6 m
obile
bret
t.dol
nick
@ey
.com
EY |
Ass
uran
ce |
Tax
| Tra
nsac
tions
| A
dvis
ory
Abo
ut E
Y
EY is
a g
loba
l lea
der i
n as
sura
nce,
tax,
tran
sact
ion
and
advi
sory
se
rvic
es. T
he in
sigh
ts a
nd q
ualit
y se
rvic
es w
e de
liver
hel
p bu
ild
trus
t and
confi d
ence
in th
e ca
pita
l mar
kets
and
in e
cono
mie
s th
e w
orld
ove
r. W
e de
velo
p ou
tsta
ndin
g le
ader
s w
ho te
am to
de
liver
on
our p
rom
ises
to a
ll of
our
sta
keho
lder
s. In
so
doin
g,
we
play
a c
ritic
al ro
le in
bui
ldin
g a
bett
er w
orki
ng w
orld
for o
ur
peop
le, f
or o
ur c
lient
s an
d fo
r our
com
mun
ities
.
EY re
fers
to th
e gl
obal
org
aniz
atio
n, a
nd m
ay re
fer t
o on
e or
m
ore,
of t
he m
embe
r fi r
ms
of E
rnst
& Y
oung
Glo
bal L
imite
d,
each
of w
hich
is a
sep
arat
e le
gal e
ntity
. Ern
st &
You
ng G
loba
l Li
mite
d, a
UK
com
pany
lim
ited
by g
uara
ntee
, doe
s no
t pr
ovid
e se
rvic
es to
clie
nts.
For
mor
e in
form
atio
n ab
out o
ur
orga
niza
tion,
ple
ase
visi
t ey.
com
.
Erns
t & Y
oung
LLP
is a
clie
nt-s
ervi
ng m
embe
r fi r
m o
fEr
nst &
You
ng G
loba
l Lim
ited
oper
atin
g in
the
US.
All
othe
r pro
duct
or c
ompa
ny n
ames
men
tione
d he
rein
are
tr
adem
arks
or r
egis
tere
d tr
adem
arks
of t
heir
resp
ectiv
e ow
ners
.
© 2
015
Erns
t & Y
oung
LLP
. A
ll Ri
ghts
Res
erve
d.
1504
-143
5646
ED N
one
This
mat
eria
l has
bee
n pr
epar
ed fo
r gen
eral
info
rmat
iona
l pur
pose
s on
ly a
nd is
not
inte
nded
to b
e re
lied
upon
as
acco
untin
g, ta
x, o
r oth
er
prof
essi
onal
adv
ice.
Ple
ase
refe
r to
your
adv
isor
s fo
r spe
cifi c
adv
ice.
ey.c
om
4
Ente
rpris
e Se
rvic
e M
anag
emen
t (ES
M)
Apr
il 20
15
1504
-143
5646
Bifo
ld ed
it_v3
.indd
Sp
read
1 o
f 2 -
Page
s(2,
1)
1504
-143
5646
Bifo
ld ed
it_v3
.indd
Sp
read
1 o
f 2 -
Page
s(2,
1)
4/17
/201
5 1
:08:
29 P
M4/
17/2
015
1:0
8:29
PM
2
2|
Doc
umen
t ti
tle
Add
ition
al te
xt
Ente
rpris
e Se
rvic
e M
anag
emen
t str
eam
lines
tech
nolo
gy m
anag
emen
t op
erat
ions
and
allo
ws
IT to
lay
a fo
unda
tion
for i
nnov
atio
n an
d gr
owth
Acc
eler
atin
g tim
e to
ben
efi t
Our
exp
erie
nced
team
s pr
ovid
e in
sigh
ts th
at g
o be
yond
the
tech
nica
l confi g
urat
ion.
We
also
app
ly p
ropr
ieta
ry a
ccel
erat
ors
that
dra
stic
ally
redu
ce im
plem
enta
tion
times
.
Poor
IT s
ervi
ce p
erfo
rman
ce
and
freq
uent
out
ages
Com
plai
nts
abou
t the
ac
cura
cy o
f inf
orm
atio
n
Sign
ifi ca
nt ti
me
and
reso
urce
s sp
ent o
n da
ta
rem
edia
tion
activ
ities
Lack
of a
goo
d un
ders
tand
ing
of th
e pr
oces
s is
sues
with
in IT
Seve
ral i
ssue
s w
ith IT
and
no
prio
ritiz
atio
n pr
oces
s
Mul
tiple
unc
oord
inat
ed
tran
sfor
mat
ion
effo
rts
Chal
leng
es fa
cing
the
CIO
The
prim
ary
dom
ains
of E
nter
pris
e Se
rvic
e M
anag
emen
t
Enab
les
“tab
le s
take
s” in
ope
ratio
ns th
roug
h pr
oces
ses
conc
erni
ng in
cide
nts,
pro
blem
s, c
hang
es, c
onfi g
urat
ions
, se
rvic
e-le
vel m
anag
emen
t and
mor
e.
ITSM
pro
cess
opt
imiz
atio
n
Defi n
es d
esire
d bu
sine
ss o
utco
mes
in b
usin
ess
term
s.
Crea
tes
requ
irem
ents
that
confi r
m fi
t for
pur
pose
and
pe
rfor
man
ce. E
stab
lishe
s pr
oduc
t (se
rvic
e) c
atal
og a
nd
man
ages
the
port
folio
.
Prod
uct m
anag
emen
t
Und
erst
ands
bus
ines
s sa
tisfa
ctio
n, d
eman
d an
d ne
eds
for
new
mar
kets
and
ser
vice
s. P
rom
otes
co-
deve
lopm
ent o
f IT
stra
tegy
with
bus
ines
s pl
ans.
Busi
ness
rela
tions
hip
man
agem
ent
Conv
erse
s in
the
lang
uage
of t
he b
usin
esea
sily
dig
estib
le b
usin
ess
term
s. E
stab
lism
utua
lly u
nder
stoo
d ex
pect
atio
ns.
Perf
orm
ance
-bas
ed c
omm
u
Prov
ides
inte
grat
ed p
roce
sses
and
dat
a.
mul
tiple
repo
rtin
g vi
ews
and
anal
ytic
s fo
grou
ps. A
llow
s fo
r eas
y ex
tens
ion
and
inc
busi
ness
pro
cess
es.
Core
aut
omat
ion
plat
f
Arc
hite
cts
the
vend
or la
ndsc
ape.
Add
res
of th
e ve
ndor
ser
vice
por
tfolio
and
the
pen
d se
rvic
e-le
vel p
erfo
rman
ce.
Serv
ice
man
agem
ent i
nte
Proc
ess
base
lines
Dro
p-sh
ippa
ble
confi
gur
atio
ns*
*Dro
p-sh
ippa
ble
confi
gur
atio
ns a
re o
nly
avai
labl
e us
ing
Serv
iceN
ow®
as
the
ITSM
pla
tform
.
Trai
ning
/soc
ializ
atio
n m
ater
ialsIm
plem
enta
tion
requ
irem
ents
1 2 3 4 5 6
31D
ocum
ent
titl
e A
dditi
onal
text
|
• Es
tabl
ishe
s re
alis
tic a
nd re
peat
able
pe
rfor
man
ce c
riter
ia fo
r IT,
impr
ovin
g pe
rcep
tion
and
prom
otin
g tr
ansp
aren
cy
• Re
duce
s co
re IT
ope
ratin
g co
sts
by a
s m
uch
as 3
0%
• Re
duce
s th
e IT
man
agem
ent
appl
icat
ion
foot
prin
t by
as m
uch
33%
whe
n ho
mog
eneo
us IT
SM e
nviro
nmen
ts
are
esta
blis
hed
• Dr
ives
con
sist
ency
, effi
cien
cy a
nd s
cala
bilit
y in
del
iver
y of
IT s
ervi
ces
• Si
mpl
ifi es
dat
a an
d SL
A m
anag
emen
t and
fo
cuse
s on
goin
g im
prov
emen
t effo
rts
• Es
tabl
ishe
s th
e go
vern
ance
and
fram
ewor
ks
requ
ired
to m
anag
e a
serv
ice-
cent
ric
deliv
ery
envi
ronm
ent
Tang
ible
resu
lts
EY’s
Ent
erpr
ise
Serv
ice
Man
agem
ent f
ram
ewor
k (E
SM)
ESM
opt
imiz
es a
nd b
ridge
s th
e ga
p be
twee
n cu
stom
ers
and
the
tech
nolo
gy s
ervi
ces
they
con
sum
e.
ss. P
rovi
des
data
in
hes
and
agre
es o
n
unic
atio
ns
Read
ily fa
cilit
ates
or
sta
keho
lder
co
rpor
atio
n of
form
sses
the
inte
grat
ion
rovi
sion
of e
nd-to
-
egra
tion
Del
iver
y do
mai
ns (n
etw
ork,
app
licat
ions
, tel
epho
ny, d
eskt
op)
ManagementExecutionRetention
ESM
se
rvic
ehu
b
Pro
duct
man
agem
ent
Bus
ines
s re
lati
onsh
ip
man
agem
ent
Perf
orm
ance
-ba
sed
com
mun
icat
ion
Serv
ice
man
agem
ent
inte
grat
ion
Core
aut
omat
ion
plat
form
ITSM
pro
cess
op
tim
izat
ion
Service
cata
log
Serv
ice so
lutions
Serv
ice
deliv
ery
and
supp
ort
Busi
ness
cus
tom
ers/
user
s
Inte
grat
ed d
ata
Das
hboa
rd a
nd a
naly
tics
End-
to-e
nd s
ervi
ces
and
SLA
s
Pra
ctic
al p
roce
ss fr
amew
ork
Enterprise Service Management
EY’s
ser
vice
offe
ring
Ente
rpris
e Se
rvic
e M
anag
emen
t inc
lude
s a
full
suite
of s
ervi
ces
that
allo
w
our c
lient
s to
impr
ove
IT p
erfo
rman
ce a
nd b
usin
ess
rele
vanc
e th
roug
h tr
ansf
orm
atio
n.
Tran
sfor
mat
ion
plan
ning
Capa
bilit
y en
able
men
t
Capa
bilit
y as
sess
men
tD
ata
read
ines
s
• IT
SM s
trat
egy
deve
lopm
ent
• Bu
sine
ss c
ase
deve
lopm
ent
• Ro
ad m
ap a
nd p
rogr
am p
lann
ing
• Ve
ndor
sel
ectio
n su
ppor
t
• Pr
oces
s de
sign
and
impl
emen
tatio
n
• W
orkfl
ow
aut
omat
ion
• Go
vern
ance
mod
elin
g an
d de
velo
pmen
t
• Ch
ange
soc
ializ
atio
n an
d m
anag
emen
t
• Tr
ansf
orm
atio
n re
adin
ess
• IT
pro
cess
mat
urity
and
gap
ana
lysi
s
• Be
nchm
arki
ng
• Co
nsum
ptio
n da
ta n
orm
aliz
atio
n
• O
pera
tion
data
cle
anup
• Da
ta c
onso
lidat
ion
Inve
stm
ent
opti
ons
Stra
tegi
c en
able
men
t wor
ksho
ps
ESM
cur
rent
-sta
te s
elf-
asse
ssm
ent
Impr
ovin
g IT
effi c
acy
acro
ss
the
enti
re
life
cycl
e
1504
-143
5646
Bifo
ld ed
it_v3
.indd
Sp
read
2 o
f 2 -
Page
s(2,
1)
1504
-143
5646
Bifo
ld ed
it_v3
.indd
Sp
read
2 o
f 2 -
Page
s(2,
1)
4/17
/201
5 1
:08:
48 P
M4/
17/2
015
1:0
8:48
PM
