How ITOM Can Bolster Your ITSM Experience

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How ITOM Can Bolster Your ITSM Experience

© 2016 ServiceNow All Rights Reserved 2Confidential

Service Outages Make Headlines…and Hit Profits


Outdated Legacy Tools

Declining Customer

Satisfaction

Poor Time to Resolution

At one point we were using three different stop-gap products. They were too expensive to maintain and added very little value!

Staff is losing confidence in IT and beginning to find work-arounds such as “shadow IT” to get their work done.

Our manual processes are error-prone and extremely inefficient. It’s taking way too long to resolve incidents and deliver services!

Challenges Facing IT Service Delivery Teams


Lack of Service Visibility

SlowService Delivery

Unreliable Service

Availability

I can’t tell which systems are connected to each service.

We need to accelerate service delivery, while maintaining quality.

If a service goes down, I can’t find the cause of the outage.

Challenges Facing IT Operations Teams


Change

Discovered CIs

Events and Alerts

Service-OrientedService Management

Infrastructure-OrientedOperations Management

Service Catalog

Incident ProblemServers Applications Storage

Virtualization Cloud NetworkCMDB

Service-aware


Service Operations with ServiceNow ITSM + ITOM

Outage! ReliefThe “Oh Sh*t” moments we all

want to avoidThe time that it takes to bring

services back online

Mean Time to Recovery

Govern

Remediate Measure

ProcessTools and people employed to

address the issue

Cost People

ChangeSLAIncidentEvent

SLA

Process

The Outage Timeline


Service Operations with ServiceNow ITSM + ITOM

Outage!The “Oh Sh*t” moments we all

want to avoid

Mean Time to Recovery

Automation

IncidentEvent

SLA

ReliefThe time that it takes to bring

services back online

Govern

Remediate Measure

Single Owner

Process

OpEx Efficiency = 60 / 40

Serv

ice

Inte

llige

nce

Redu

ce o

r Pre

vent

Out

ages

from

Occ

urrin

gThe Outage Timeline


Service-OrientedService Management

Infrastructure-OrientedOperations Management

Better Together


ServiceAvailability Overview

• Check a Service 360 dashboard to see service availability percentage

• Platform CMDB, Service Level Management feature

• ITOM package ServiceWatch Insight (incl. Discovery, Service Mapping, and Event Management)

• Event Management integrated with Service 360 enabled by Performance Analytics

Best-in-Class ITSM + ITOM


ServiceHealth

• Check a service health dashboard to see service outages

• Automatically open incidents for critical issues

• Platform CMDB• ITOM package ServiceWatch Insight

(incl. Discovery, Service Mapping, and Event Management)

• ITSM app Incident Management



Incident Assignment

• View incidents and who is available to work on critical issues

• Quickly assign a person to an incident• ITSM app Incident Management • Platform feature



Real-time Communications

• Communicate through chat and automated notifications

• Platform feature



ServiceMaps

• Drill down into service maps to see root causes of outages

• Check timeline to determine when a service was running, before a change occurred

• Platform CMDB• ITSM app Change Management• ITOM package ServiceWatch Mapping

(incl. Discovery and Service Mapping)



Automated Remediation

• Create rollback change requests and other options for fast remediation

• ITSM apps Incident Management and Change Management

• ITOM package ServiceWatch Suite (incl. Discovery, Service Mapping, Event Management, and Orchestration)



Mobile-ready

• Use mobile devices to communicate between end users, IT staff, and IT management to resolve issues quickly

• Platform feature



What Success Looks LikeBusiness Metric Key Performance Indicators (KPIs) Improvements Realized

Operating Expense (OpEx) People required for Manual Processes:• Repeatable Tasks• Service Modeling

• Impact to OpEx from automated processes >$20M reduction (Maritz)

• 90% reduction in manual mapping (OSS Provider)

Quality of Service (QoS) • Mean Time to Recovery (MTTR)• Service Outages (#)

• Reduced service outages by 80% (TransAlta)• War-room time reduced by 50%

(decommissioned early) (Symantec)• Tools reduced/consolidated (FICO)

Time-to-Market • Time required to deliver services• Speed as measured by customer

satisfaction• IT involvement (zero touch)

• Accelerated service delivery for cloud resources from 40 days to 4 hours (Maritz)


Enterprise Rent-A-Car – ITSM + ServiceWatch Mapping

Value Realized – Future State (“after”)

1. Can map multiple applications faster and with greater accuracy than any other mapping tool – can accomplish in 3-6 months what they were unable to accomplish in years with various tools

2. Able to map dozens of critical business applications that they will leverage in their monitoring and change management

Business Driver & Use Case

Business Driver: Challenges with managing the health of applications in a changing environment

Use Cases: Service Visibility

Customer Challenges – Current State (“before”)

1. Have been managing the health of applications by mapping them with tribal knowledge 2. Needed a service-oriented CMDB – when engineers received an event from one of their many monitoring tools,

there was no business context and it put the health of critical business applications at risk


Qualcomm – ITSM + ServiceWatch Insight


1. Increased visibility into change impact2. Able to enrich event data with service topology3. All service map maintenance automated rather than manual4. Able to map critical business services in support of DC migration


Business Driver: Datacenter Move – Mandate to Map Apps

Use Cases: Service Visibility and Availability


1. No visibility into service and dependencies2. Unable to commit to service SLAs as there is no way to measure uptime3. Unable to accurately assess impact of changes


TransAlta – ITSM + ServiceWatch Mapping


1. IT able to work on service outages before users log tickets or raise issue, no more surprises2. Visibility into which business services are affected by any given change, helping to assess associated impact or risk of changes

and easily communicate it to stakeholders3. Fact-based cost/benefit discussions can be had with business partners, IT no longer seen as a tax on the business


Business Driver: Heavy reliance on tribal knowledge to maintain an inaccurate CMDB

Use Cases: Service Visibility


1. Relying on tribal knowledge for key dependencies on infrastructure for key business services2. IT only notified of a business service outage if someone complained3. Time to figure out what was happening with service outages, 3-4 hours just to find out


Recap

ServiceNow ITSM + ITOM = complete solution for outsmarting service outages

The ServiceNow difference• Cloud-first• Service-centric• Single platform

ServiceNow can help with:• Cost containment/reduction (operating expenses)• Service availability (quality of service)• Agility and speed (time-to-market)

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How ITOM Can Bolster Your ITSM Experience

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