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Experience the Service Revolution Aps Chikhalikar Chief Strategy Officer, APJ
ServiceNow
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COST
IT Enables…
VELOCITY
RISK
EXPERIENCE
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Customer Use Case – Australia Post
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HR FACILITIES IT LEGAL
FRONT OFFICE
MARKETING SUPPORT SALES
Customer Relationship
Management
BACK OFFICE
Enterprise Resource
Planning
MANUFACTURING FINANCE ENGINEERING
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Service
Management
HR FACILITIES MARKETING SUPPORT IT SALES LEGAL MANUFACTURING FINANCE ENGINEERING
Enterprise Resource
Planning Customer Relationship
Management
BACK OFFICE FRONT OFFICE
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Service
Management
Customer
Relationship
Management
Enterprise
Resource
Planning
The Third Estate
Enterprise Resource
Planning
Customer Relationship
Management
Service
Management
Service
Management
HR FACILITIES MARKETING SUPPORT IT SALES LEGAL MANUFACTURING FINANCE ENGINEERING
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IT
The Expanding Role of IT
Manufacturing Human Resources Finance
Sales / Marketing Engineering Legal
Backbone of the Modern Enterprise
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Management Service
Enterprise Cloud
Service Management
Global Business Services
Services and Support
Marketing & Sales
Finance & Administration
Employees
Customers
Partners
Suppliers
HCM
ERP
CRM
Integration and
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Service Integration and Management – Qantas Use Case
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Customer Service Management
Markets Blending
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Customer Relationship Management
? ?
Engage
Service Management
Diagnose Fix
Engage
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New Business Complements Service Management Growth
$4B
$1B
IT Service Mgt
Analytics
Security Mgt
IT Operations Mgt
Business Mgt
Platform
Customer Service Management
IT Service Mgt
$0.1B IT Operations Mgt
Analytics
Business Mgt
Platform
IT Service Mgt
2020 2015 2010
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VISUAL TASK BOARDS
MOBILE WORKFLOW CONNECT CHAT LIVE FEED
SERVICE PORTAL
ALERTS TASKS AJAX / JELLY HTML / CSS
UI POLICIES BUS RULES
FORMS & TABLES
APIs INTEGRATION
ANGULAR BOOTSTRAP
ANALYTICS ASSET CMDB
PLATFORM
DATA SERVICES ENGAGEMENT APPLICATION DEVELOPMENT
STORE SERVICE CREATOR
SERVICE DESIGNER
FINANCIALS SHARED SERVICES
PROJECT ITIL CATALOG CUSTOMER SERVICE
SECURITY SERVICEWATCH EVENT DISCOVERY ORCHESTRATION CLOUD MGT
CUSTOM APPLICATIONS
OPERATIONS MANAGEMENT
SERVICE MANAGEMENT
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Outside: 2016 Outside: 2016
“
Inside: 1996
TODAY
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Average time employees
spend on admin tasks
in a 40-hour work week
The Productivity Drain
Source: ServiceNow 2015 State of Work Survey
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Automated Requests Web, mobile app
Outside
Automated Requests Web, mobile app
z
Inside
Wide Gap in How We Request Services
Source: ServiceNow 2016 State of Work Survey
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Source: Cornerstone OnDemand – The State of Workplace Productivity Report
Work Applications: What Matters Most to Employees
77%
73%
62%
40%
35%
Ease of use
Convenient to access information
Ability to be more productive
Ability to collaborate with others
Accessible on multiple devices
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The Way We Work Hasn’t Changed
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The Way We Work Hasn’t Changed
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The Way We Work Hasn’t Changed
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The Way We Work Hasn’t Changed
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The Way We Work Hasn’t Changed
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Request – iPhone6
The Way We Work Hasn’t Changed
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Instant Alert
Instant Notification
1
Instant Collaboration
Reactive Inputs
Predictive Inputs
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