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What's required for IT to shift from technology traffic cop to strategic business advisor. What's required for the CIO to become the Chief Innovation Officer?
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© 2014 ServiceNow All Rights Reserved 1Confidential
Defining the service-oriented enterprise
Prepared for Milwaukee customer event
June 3, 2014 5:45 PM
Dan Turchin | ServiceNow
Sr. Director Product Strategy
© 2014 ServiceNow All Rights Reserved 2Confidential
Defining the service-oriented enterprise
1. What it means and why it will change the way we work
2. How innovative IT departments are leading by example
3. How to transform Service Management through innovation and automation
© 2014 ServiceNow All Rights Reserved 3Confidential
But first…
© 2014 ServiceNow All Rights Reserved 4Confidential
IT must reinvent itself to remain relevant
ITBM ITSM ITOMIncidents Problems ChangesDashboards BOM Services CMDB Events Alerts
© 2014 ServiceNow All Rights Reserved 5Confidential
...and think of itself as an enterprise service provider
ERM
ITSM
HRSA
FSALOBSA
...
ALMUEM
© 2014 ServiceNow All Rights Reserved 6Confidential
RequesterSERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
SERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
Provider
Executive
SERVICE RECORD
> HELP
> ORDER
> CHANGE
> INFO
SERVICE-ORIENTEDWORKFLOW
REPORTING& ANALYTICS
All service relationships have a lot in common
© 2014 ServiceNow All Rights Reserved 7Confidential
...and most ServiceNow customers know it
Inciden
t
Change
Problem
Request
Configurati
onAsse
t
Release SD
LCPPM
IT GRC PA
IT Cost
Work
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100% 97%
90%88%
84%
67%
49%
33%
19% 18%14%
11%8% 8%
+>9,000 custom apps
• DNS provisioning• Public relations references• Office supply procurement• R&D policy compliance• Factory inspection audits• Drilling rig engineering• Applicant tracking• Customer service awards• Employee DVD sharing• Mobile retail inventory• Document translation• Expense management
...
© 2014 ServiceNow All Rights Reserved 8Confidential
Create a service-oriented culture...
Analyze your app portfolio.
Document your service
delivery process.
Recruit a design partner.
© 2014 ServiceNow All Rights Reserved 9Confidential
...then be prepared to manage demand
What resources are required from the LOB?
Who prioritizes requests for new apps?
Who pays? Is there a chargeback model?
Who supports the apps?
How do you measure success?
Ask these five questions first
© 2014 ServiceNow All Rights Reserved 10Confidential
Define, manage, and own the service lifecycle
Empower users with intuitive interfaces
Make it easy to access familiar services
Visually monitor service health
© 2014 ServiceNow All Rights Reserved 11Confidential
Inspire us!
1. What’s one way you could shift from being a tactical provider of technology to being a strategic service provider?
2. How has your organization embraced trends re-shaping IT like BYOD, consumerization of enterprise technology, and the shift toward a millennial-dominated workforce?
3. Describe one innovative solution to a business problem your team has introduced?
© 2014 ServiceNow All Rights Reserved 12Confidential
“Everything you can imagine is real.”-Pablo Picasso
Dan TurchinServiceNow | Sr. Director Product Strategy
e: dan.turchin@servicenow.comp: (408)899-3954
m: (650)533-0918
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