EliminateServiceOutagesJourneyDocument
TableofContents
INTRODUCTION....................................................................................................................................2HOWTOELIMINATESERVICEOUTAGES................................................................................................3
CUSTOMERJOURNEY...........................................................................................................................4OUTCOMES.................................................................................................................................................4METRICS.....................................................................................................................................................5
ADOPTIONJOURNEY............................................................................................................................6
CAPABILITYROADMAP.........................................................................................................................8OVERVIEW..................................................................................................................................................8MODERNIZE................................................................................................................................................9TRANSFORM..............................................................................................................................................11INNOVATE.................................................................................................................................................12CONCLUSION.............................................................................................................................................13
PHASEDINTERACTIONS......................................................................................................................14MODERNIZE..............................................................................................................................................14TRANSFORM..............................................................................................................................................15INNOVATE.................................................................................................................................................16
HIGHLEVELINTEGRATIONSARCHITECTURE........................................................................................17
CUSTOMERJOURNEY–DELIVERY.......................................................................................................18
NEXTSTEPS........................................................................................................................................19
Introduction
ThisdocumentisanoverviewoftheServiceNowreferencearchitectureforthejourneyrelatedtoeliminatingserviceoutages.ThisdocumentshouldbeusedasaframeworktoassistwithdeterminingthestepstomatureyouruseoftheServiceNowplatformcapabilities.Thisdocumentincludestheanswerstoaseriesof‘how’questions:
• Howtoeliminateserviceoutagesattheexecutivelevel• Howtoachievetheoutcomesintheexecutiveoverviewofhowtoeliminateservice
outages• Howtomeasuretoensureoutcomesintheexecutiveoverviewofhowtoeliminate
serviceoutagesareachieved• Howtoincreaseadoptionthroughtheoutcomesmeasuredforachievementinthe
executiveoverviewofhowtoeliminateserviceoutages• Howtoimplementtheappropriatecapabilitiestoincreaseadoptionthroughthe
outcomesmeasuredforachievementintheexecutiveoverviewofhowtoeliminateserviceoutagesthrougheachphaseofthejourney
• Howtotechnicallyconfiguretheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtoeliminateserviceoutagesthrougheachphaseofthejourney
• Howtoarchitectthetechnicalconfigurationsoftheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtoeliminateserviceoutagesthrougheachphaseofthejourney
• Howtocoordinatewithexpertstoassistwith:
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EliminateServiceOutagesReferenceArchitecture
o Architectingthetechnicalconfigurationsoftheappropriatecapabilitieso Implementingtoincreaseadoptiono Measuringachievementofoutcomeso Eliminatingserviceoutages
Formoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachoutto,gotohttps://www.servicenow.com/contact-us.html,andclickonsalestofindtheofficenearestyou.
HowtoEliminateServiceOutages
The“Howto”diagramaboveillustratesthemulti-stepprocessattheexecutivelevel,focusingonthecorefunctionalareasandunderstandingwhereinteractionsandintegrationsarerequired.------------------------------------Thestepsshownareasfollows:
1. DiscoverandmaprelationshipsbetweenbusinessservicesandtheITcomponentsrequiredtosupportthem.
2. ContinuouslymonitorITinfrastructureforchangesandupdateservicemapsinrealtime.
3. Gainaconsolidatedviewofservice-impactingeventsforarapidandeffectiveITresponse.
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HowtoEliminateServiceOutages
MAPBUSINESSSERVICESTOINFRASTRUCTURE
1
PRIORITIZEISSUESANDAUTOMATEFIXES
KEEPSERVICEMAPSCURRENT
INGESTEVENTSFROMACROSSTHEITLANDSCAPE
GAINVISIBILITYINTOBUSINESSSERVICESHEALTH
2
34
5
4. AutomateITandbusinessprocessestoaccelerateremediation,reducemanualtasks,andimproveproductivity.
5. Prioritizetheresolutionofissuestoensurebusinessserviceavailability.
CustomerJourneyOutcomes
Uponreviewingtheabovehow-todocument,manyorganizationsmayask,“Yes,buthowdoIachievethoseoutcomes?”Inordertodoso,theCustomerJourneyisathree-phaseprogression(ModernizetoTransformtoInnovate)deliveringbusinessvalueviaoutcomesbyemployingproductcapabilitiesphasebyphase.Theimageabovedisplaysathree-phasematuritymodel:‘Modernize’to‘Transform’to‘Innovate,’whichisrealizedasaprogressionthroughthreephasesfocusedonauniquesetofconsumerstodeliverspecificbusinessvalueviaasetoftargetedoutcomes.Thecapabilitiesidentifiedrepresentkeyelementsofthesoftwareleveragedtorealizethisbusinessvalue.Thethreephasesareasfollows:
• Modernize:ServiceQuality&Controlo GreateravailabilityofCriticalBusinessServiceso ManageServiceLevelandOperatingLevelAgreementso ManageServiceHealtho Reducecosttomaintainservicemaps
• Transform:UserExperience&Productivity
5©2017ServiceNowAllRightsReserved Confidential
MINDSET
CONSUMER
PHASE
BUSINESSVALUE
CAPABILITIES
OUTCOMES
CustomerJourney- OutcomesEliminateServiceOutages
MODERNIZE TRANSFORM INNOVATEITOperations LineofBusinessOwners AllEnterpriseConsumers
VISIBILITY AVAILABILITY AGILITY
ServiceQuality&Control UserExperience&Productivity ServicePerformance&Speed
• GreateravailabilityofCriticalBusinessServices• ManageServiceLevelandOperatingLevelAgreements• ManageServiceHealth• Reducecosttomaintainservicemaps
VISIBILITY
• Reducedowntimeforassociatedbusinessservices• Increasedproductivitywhilereducingrisk• Lowertotalcostofownership
AVAILABILITY
• Fastertimetomarket• OPEXReductionby15%• Increasesecurityandgovernanceofcriticalbusinessservices• Reduceauditingcostassociatedwithcompliance
AGILITY
AnalyticsReporting DashboardsCMDB ServiceMapping DiscoveryPrescriptiveAnalysis RootCause SelfHealing
o Reducedowntimeforassociatedbusinessserviceso Increasedproductivitywhilereducingrisko Lowertotalcostofownership
• Innovate:ServicePerformance&Speedo Fastertimetomarketo OPEXReductionby15%o Increasesecurityandgovernanceofcriticalbusinessserviceso Reduceauditingcostassociatedwithcompliance
Metrics
Aspreviouslystated,theCustomerJourneyisathree-phaseprogressionfromModernizetoTransformtoInnovate.Onceorganizationsareawareoftheprogressionandrequirements,theymayask,“Yes,buthowdoImeasureachievementoftheseoutcomes?”Inordertoensurethismeasurement:
• Organizationsmovethroughthesephasesthroughmeasurementsandmetrics,usingappropriateKeyPerformanceIndicators.
• ThebelowareacatalogofKPIsthatprovideameasuringstickforprogressionacrossthedifferentphasesoftheJourneythatwerecompiledfromServiceNowcustomers,partners,andServiceNow’sexpertsinthefield.
TheKPIsnecessarytonavigatethroughthephasesareasfollows
• Modernize:ServiceQuality&Controlo ReductioninincidentsrelatedtoChanges
6©2017ServiceNowAllRightsReserved Confidential
MINDSET
CONSUMER
PHASE
BUSINESSVALUE
CAPABILITIES
METRICS
CustomerJourney- MetricsEliminateServiceOutages
MODERNIZE TRANSFORM INNOVATEITOperations LineofBusinessOwners AllEnterpriseConsumers
VISIBILITY AVAILABILITY AGILITY
ServiceQuality&Control UserExperience&Productivity ServicePerformance&Speed
• ReductioninincidentsrelatedtoChanges• ReductioninChangeplanningtime• Decreaseinservicemappingmaintenancelaborovermanual
VISIBILITY
• Decreaseinincidents• DecreaseinoutageMTTR• Decreaseinmajoroutages
AVAILABILITY
• Fasterresponsetimetooutages• Lowernumberofincidentsduetoauto-remediation
AGILITY
AnalyticsReporting DashboardsCMDB ServiceMapping DiscoveryPrescriptiveAnalysis RootCause SelfHealing
o ReductioninChangeplanningtimeo Decreaseinservicemappingmaintenancelaborovermanual
• Transform:UserExperience&Productivityo Decreaseinincidentso DecreaseinoutageMeanTimetoRelief(MTTR)o Decreaseinmajoroutages
• Innovate:ServicePerformance&Speedo Fasterresponsetimetooutageso Lowernumberofincidentsduetoauto-remediation
AdoptionJourney
Onceorganizationsareabletomeasureforachievement,theymayask,“Yes,buthowdoIensurethesesolutionsareadopted?”Theadoptionjourneyrepresentsthestep-by-stepprogressionofactivitiesfromphasecommencementtofulluseradoptionforthephase.Activitiestypicallycommencedperphaseareindicatedbycoloredcheckmark.EachoftheServiceNowsolutionsprovideamulti-step,prescriptiveapproach,toadoptingthesolution.
1. Step1–Definea. ServicePortfoliob. SLACommitmentsforTopApplicationsc. ScopeofCMDB
7©2017ServiceNowAllRightsReserved Confidential
TheAdoptionJourneyEliminateServiceOutages
ü ModernizePhase ü TransformPhase ü InnovatePhase
Define
ü DefineServicePortfolio
ü DefineSLAcommitmentsfortopapplications
ü DefinescopeofCMDB
ü PrioritizeCriticalApplicationsforMappingPhases
Discover Measure PreventReact RefineConsume
ü PopulateCMDB
ü ReconcileandNormalizeCIs
ü DefineProcessandControlstoupdateCMDB
üMapCriticalServices
ü Createconnectionsto3rd partymonitoringtools
ü IngestMetricsandEventsfrommultiplesourcesandmapthemtoCIsandBusinessServices.
ü Definestandardremediationactions,triggersandworkflows
ü Createautomatedprocessscriptstoorchestrateremediation
ü Cutthroughthenoise
ü BuildHealthDashboards
ü LeverageOOTBDashboardsandReports
ü DefineKPIsandthresholdsforhealthmonitoring
ü Definealertsandnotificationgroups
ü Correlationandroot-causedetection
üMetricsforanomalydetection
ü Analyticsforecastsandthresholds
ü Establishcontrolsforselfhealing
üMovetoNextPhaseofCriticalServiceMapping
ü AssessPerformanceofRemediationandPreventionStrategies
Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7
d. PrioritizeCriticalApplicationsforMappingPhases2. Step2–Discover
a. PopulateCMDBb. ReconcileandNormalizeCIsc. DefineProcessandControlstoUpdateCMDBd. MapCriticalServices
3. Step3–Consumea. CreateConnectionstoThirdPartyMonitoringToolsb. IngestMetricsandEventsfromMultipleSourcesandMapThemtoCIsand
BusinessServices4. Step4–Measure
a. BuildHealthDashboardsb. LeverageOut-of-BoxDashboardsandReportsc. DefineKPIsandThresholdsforHealthMonitoringd. DefineAlertsandNotificationGroups
5. Step5–Reacta. DefineStandardRemediationActions,Triggers,andWorkflowsb. CreateAutomatedProcessScriptstoOrchestrateRemediationc. CutThroughtheNoise
6. Step6–Preventa. CorrelationandRoot-CauseDetectionb. MetricsforAnomalyDetectionc. AnalyticsForecastsandThresholdsd. EstablishControlsforSelf-Healing
7. Step7–Refinea. MovetoNextPhaseofCriticalServiceMappingb. AssessPerformanceofRemediationandPreventionStrategies
CapabilityRoadmapOverview
Afterensuringadoptionoftheoutcomes,organizationsmayask,“Yes,buthowdoIdeterminewhichcapabilitiesarenecessarytoachievetheseoutcomes?”Thestepsoutlinedabove,whencombinedwiththeJourneyapproach,willalloworganizationstounderstandhowtoimplementandgetvaluefromthesolution.However,whichcapabilitiesarereallybeingusedintheoverallsolution?ThisvisualizationgroupsthecapabilitiesoftheServiceNowportfoliointoconsumableareas.Fromthebottomup
• TheCloudInfrastructurethatServiceNowmaintainsisatthecoreofdeliveringafault-tolerantandhighlyavailablesystem.
• ThePlatform,whichencompassesmuchmorethanwecanarticulateonasingleslide,deliverscorefunctionalityacrosseveryapplicationintheportfolio,fromKnowledgeManagementtoOpenFrameasaconduitforCallintegrations.Movingupwards,webegintoleveragethatplatformforkeyapplicationandmanagementareasthatenablemoreandmorecapabilityintotheenvironment.
• OperationsManagementisfocusedonenhancingandenablingtheoperationalaspectstoincludeEventenrichment,CloudOperationsandAutomation.
• Analyticslooksatbothreportinganddrivingamoreperformance-basedapproachtovisualizingandmanagingbasedoninsights.
• ApplicationDevelopmentprovidesanecosystemtoenableamoreagileandeffectiveapplicationdevelopmentframeworkonthePlatform.Thiscapabilityisutilizedbothfor
18©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapEliminateServiceOutages
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENT
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
CATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
buildingbusinessapplications,aswellasmanagingtheconfigurationoftheportfolioitself.
• ServiceManagementencompassesthecoreofITServiceManagement,aswellasEnterpriseServiceManagementareas,likeHumanResources,CustomerService,Facilities,etc.
• SecurityOperationsistheareaoftheportfoliothatenablesorganizationstodetectanderadicatesecurity-relatedrisksinastandardizedandgovernedmanner.
• BusinessManagementareahighlightscapabilitiesaroundmanagingthebusinesselementsthatimpacttheorganization.Thisisfocusedonmanagingportfolios,resources,andoverallgovernanceoftheenvironment.
• EngagementandExperienceareasontheleft,includehowconsumersinteractwiththecapabilitiesontheplatform.
• Ontherightside,it’sabouttheexternalizedintegrationsintosystemsofaction,reference,andofrecord.
Modernize
IntheModernizePhase,highlightedintheorangeboxes,organizationsbegintoimplementfoundationalcomponentstodeliverontheoverallrequirements.Thisphasefocusesontheinitialcapabilitiesrequiredtoeliminateserviceoutages.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• ServiceManagemento Problemo Change
19©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapEliminateServiceOutages
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENT
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
CATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZE
NOTINSCOPE
MIDSERVER
o CMDB• OperationsManagement
o Discoveryo ServiceMapping
• Analyticso Reporting
• Integrations&SystemsofRecordo MidServer
• Platformo Knowledgeo Collaborationo Notificationo OnCallo Workflow
• CloudInfrastructureo HighlyAvailableo PairedDataCenterso FaultTolerance
ThereisaforcemultiplierasitrelatestoServiceNow’soverallsolutionset.Theuseofcoreplatformfunctionality,suchasreporting,workflow,aswellastheCloudinfrastructure,deliversamoreenhancedsolutiontodeliverontheITOMapproach.
Transform
IntheTransformphaseoftheJourney,organizationsbegintotakeadvantageofmoreandmoreplatformcapabilities.TheybegintoaddadditionalAnalyticsandIntelligenceintheoverallprocess.Thisphasefocusesonthetransformationalcapabilitiesrequiredtoeliminateserviceoutages.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• SecurityOperationso ThreatIntelligence
• ServiceManagemento Problemo Incidento Change
• OperationsManagemento Discoveryo ServiceMapping
• Analyticso PerformanceAnalytics
• Platformo Collaborationo Notification
• Integrations&SystemsofRecordo MidServer
10©2017ServiceNowAllRightsReserved Confidential
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENT
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
CATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZETRANSFORM
NOTINSCOPE
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
CapabilityRoadmapResolveRealSecurityThreatsFast
Innovate
IntheInnovatePhase,organizationsnowhaveafirmfoundationofInsightandOperationaleffectiveness.Thisphasefocusesontheinnovativecapabilitiesrequiredtoeliminateserviceoutages.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• BusinessManagemento FinancialManagemento Project&Portfolio
• ServiceManagemento SLAManagement
• OperationsManagemento Orchestration
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CapabilityRoadmapEliminateServiceOutages
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZETRANSFORM
NOTINSCOPE
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
PERFORMANCEANALYTICS
PORTAL
MOBILE
EVENTMANAGEMENT
INNOVATE
FINANCIALMANAGEMENT
Conclusion
Buildingonthepreviousimages,organizationscanseetheevolutionofcapabilitiesneededtodrivethissolution,fromModernize,toTransform,toInnovate.Thisphasefocusesonthefinalcapabilitiesrequiredtoeliminateserviceoutagesthroughcommoninteractions.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• BusinessManagemento DemandManagemento Governance,Risk&Compliance
• Extensionso CommonInteractions
• ServiceManagemento Incidento Release
22©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapEliminateServiceOutages
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZETRANSFORM
NOTINSCOPE
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
PERFORMANCEANALYTICS
PORTAL
MOBILE
EVENTMANAGEMENT
INNOVATE
EXTENSIONS
COMMONINTERACTIONS`
PhasedInteractionsModernize
Buildingontheformatinthepreviousimages,thenextfewdiagramswillhighlightinteractionsamongcapabilitiesandareas.Thisshouldprovideaclearerpictureofwhat’shappeningbetweenthosecomponentsateachphaseoftheJourney.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:
• ServiceDiscoveryo CMDBo Discovery
• CreationofIncidento Incidento ServiceMapping
• ServiceMappingo CMDBo ServiceMapping
• CorrelateEventso Discoveryo Incidento ServiceMappingo MidServero Notification
23©2017ServiceNowAllRightsReserved Confidential
PhasedInteractionsEliminateServiceOutages
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
EXTENSIONS
COMMONINTERACTIONS`
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
LEGENDMODERNIZE
REPORTINGMIDSERVER
DISCOVERY
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALL
INCIDENT CHANGE CMDB
SERVICEMAPPING
ServiceMaps
CreationofIncident
ServiceDiscovery
CorrelateEvents
Transform
Thetransformphasebuildsuponthecapabilitiesavailableinthemodernizephasewithinteractionsandadditionalvalueelementstodelivertheoverallsolution.Atthispoint,organizationsstarttoseemoreinherentcollaboration,technologyintegrations,andbetteroverallvisibility.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:
• EventDashboardso Portalo PerformanceAnalytics
• VisibilityintoEventso Portalo EventManagement
• AutomatedIncidentCreationo Incidento EventManagement
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PhasedInteractionsEliminateServiceOutages
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
EXTENSIONS
COMMONINTERACTIONS`
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
LEGEND
TRANSFORMMODERNIZE
PERFORMANCEANALYTICS
PORTAL
MOBILE
EVENTMANAGEMENT
VisibilityIntoEvents
EventDashboards
INCIDENT
AutomatedIncidentCreation
Innovate
IntheInnovatephasetheinteractionsarekeytofinalizingthedeliveredsolution.Thisroundsouttheoverallapproachandsolutiondesign.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:
• CostofServiceOutageo FinancialManagemento Incident
• AutoRemediationofIncidento Orchestrationo Incident
• IncidentInputIntoProjectso Project&Portfolioo Incident
• IncidenttoSLAo ServiceLevelo Incident
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PhasedInteractionsEliminateServiceOutages
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
EXTENSIONS
COMMONINTERACTIONS`
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
LEGEND
TRANSFORMMODERNIZE
INNOVATE
PROJECT&PORTFOLIO
FINANCIALMANAGEMENT
ORCHESTRATION
SERVICELEVELINCIDENTAuto-RemediationofIncident
CostofServiceOutage
IncidentInputintoProjects
IncidenttoSLA
HighLevelIntegrationsArchitecture
Onceorganizationsunderstandtheinteractionsrequiredbetweencapabilitiestoeliminateserviceoutages,theymaysay“Yes,buthowdowebuildintegrationswithexternalsystemstoarchitectforsuccess?”Ineverysolution,thereisthepotentialforexternalintegrationsintosystemsofreferenceorrecordthatprovideadditionalcapabilitiesnotfoundontheplatform.Theintegrationsarelinkedtotheircorecapability,andexternalsystemsaredenotedoutsideofthePlatformCloudecosystem.
CustomerJourney–Delivery
Finally,onceorganizationsknowhowtoimplementintegrationstoensuretheproperarchitecture,theymaysay“Yes,buthowdowefindtheappropriatetechnicalresourcestoassistwiththeseimplementations?”ServiceNowcustomerscanlooktoServiceNow’sProfessionalServicesteamtospeaktohowtheycanassistinensuringtheorganizationisabletocomealongforthejourney.ServiceNowhascreatedprescriptiveapproachestodeliveringthedefinedsolutioninaphasedapproach.
• EachphaseoftheCustomerjourneyincludeso AsetofConsultingapproachesfocusedonreadiness,assessment,andprocess
implementationo Implementationservicesforapplicationandcapabilityintegrationso Trainingtoeducateusers,operators,andteamsonhowtousethetechnologyto
achievetheagreeduponoutcomes§ ServiceNowoffersasetofprescriptivetrainingclassesforHR
administratorsandagents,aswellasdifferentoperators§ Duringeachphase,therewillbespecifictrainingelementstohelp
organizationsgetthemostvaluefromthesolution.• IntheTransformphase,trainingaroundPerformanceAnalytics
willhelpthemgetthemostfromdashboardsandmeasurementreportingontheappropriateKPIs.
• IntheInnovatephase,ProfessionalServiceswilladdOrchestrationtrainingtohelpteamscreateintegratedand
27©2017ServiceNowAllRightsReserved Confidential
CustomerJourney- DeliveryEliminateServiceOutages
CAPABILITIES
PHASE
MINDSET
IMPLEMENT
CONSULTING
TRAINING
MODERNIZE TRANSFORM INNOVATE
PERFORMANCE ANALYTICS FOR ADMINISTRATORSDISCOVERY / SERVICE MAPPING ADMINISTRATOR
INFRASTRUCTURE & CMDB ASSESSMENTTECHNICAL BEST PRACTICES WORKSHOPREPORTING AND ANALYTICS WORKSHOP
SOLUTION BASELINE AND OUTCOME ASSESSMENT
DISCOVERY / SERVICE MAPPING IMPLEMENTATION
PA IMPLEMENTATION
INFRASTRUCTURE & CMDB ASSESSMENT
TECHNICAL BEST PRACTICES WORKSHOP
REPORTING AND ANALYTICS WORKSHOPSOLUTION BASELINE AND OUTCOME ASSESSMENT
IMPLEMENTATION SERVICE ROADMAP
PERFORMANCE ANALYTICS FOR ADMINISTRATORSDISCOVERY / SERVICE MAPPING ADMINISTRATOR
EVENT MANAGEMENT ADMINISTRATORORCHESTRATION ADMINISTRATOR
CLOUD ADMINISTRATOR
INFRASTRUCTURE & CMDB ASSESSMENT
TECHNICAL BEST PRACTICES WORKSHOP
REPORTING AND ANALYTICS WORKSHOPSOLUTION BASELINE AND OUTCOME ASSESSMENT
IMPLEMENTATION SERVICE ROADMAP
DISCOVERY / SERVICE MAPPING IMPLEMENTATIONPA IMPLEMENTATION*
EVENT MANAGEMENT IMPLEMENTATIONORCHESTRATION IMPLEMENTATION
CLOUD IMPLEMENTATION
PERFORMANCE ANALYTICS FOR ADMINISTRATORSDISCOVERY / SERVICE MAPPING ADMINISTRATOR
EVENT MANAGEMENT ADMINISTRATOR
DISCOVERY / SERVICE MAPPING IMPLEMENTATIONPA IMPLEMENTATION*
EVENT MANAGEMENT IMPLEMENTATION
VISIBILITY AVAILABILITY AGILITY
AnalyticsReporting DashboardsCMDB ServiceMapping DiscoveryPrescriptiveAnalysis RootCause SelfHealing
automatedflowstodriverequestsandlifeeventsinalowtouchmanner.
NextStepsFormoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachouttogotohttps://www.servicenow.com/contact-us.htmlandclickonsalestofindtheofficenearestyou.
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