Customized Oracle Retail Merchandising System for your needs

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!