The Enterprise App Store

Balanced Design Yields Happy Customers and Automation of IT’s Work

2

Speaker Bios

DON CASSON, CEO, EVERGREEN SYSTEMS

Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.

Contact: dcasson@evergreensys.com

JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS

Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)

Contact: jeff.benedict@evergreensys.com

3

Today’s Agenda

• About Evergreen• Balanced Design – beautiful customer self

service AND automation of IT’s work – A design approach that gives you both

• Demo of Evergreen’s Enterprise App Store (built on ServiceNow)

• Next Steps / Q&A

• 80-person U.S. IT Consulting Firm

• Worked with hundreds of Mid-Market andFortune 1000 Companies

• Full lifecycle firm with deep ITSM / ITIL transformation experience

• One of Top 5 ServiceNow U.S. partners

• Primary Strategic Focus – “User-Centric IT Service Management”

4

About Evergreen Systems

Sample ClientsQuick Facts

What About the Customer?

Evolving…IT’s Value

Customer Experience

5

How Do We Define a “Service?”

6

An outcome that meets a customer’s need well enough to justify the purchase price.

7

Services Balanced Design Principles

Customer Experience

Execution Effectiveness

Governance & Accountability

Design From the Customer In, Not IT Out

Design Management Needs In From The Start

Give the Customer What They Want to Get What We Need

Build for the Providers Too or It Will Not Work

8

Services Balanced Design Principles

Customer Experience

Execution Effectiveness

Governance & Accountability

• Simple• Beautiful• Complete• Predictive• Leading

Design from the Customer In, Not IT Out

Build for the Providers or It Will Not WorkDesign Management Needs In From The Start

9

Services Balanced Design Principles

• 80/20 discipline for process re-engineer & automate

• Core Services re-usable building blocks• Standardize Offers / Pricing• Do not make the customer do our work

Design from the Customer In, Not IT Out

Build for the Providers or It Will Not WorkDesign Management Needs In From The Start

Customer Experience

Execution Effectiveness

Governance & Accountability

Give the Customer What They Want to Get What We Need

10

The Critical Customer – Provider Ballet

Customer Experience

Execution Effectiveness

Governance & Accountability

11

Services Balanced Design Principles

• Visibility• Quality of Service• Value and Cost of Services

Design from the Customer In, Not IT Out

Build for the Providers or It Will Not WorkDesign Management Needs In From The Start

Customer Experience

Execution Effectiveness

Governance & Accountability

Enterprise App Store Workflow

InstallShop Buy Enjoy!

12

“Shop” Balanced Design

Customer Self ServiceBrowse software titlesDetermine what is best for youPlace into shopping cartValidate platform and operating system fit

IT BenefitsCustomer information automatically populated on their login, including platform if availableNo time spent guiding customer, discussing optionsNo manual shopping support actionsAbility to steer decisions without any IT interaction based on fit, degree of use, costManagement gets data on customer preferences

13

14

“Buy” Balanced Design

Customer Self ServiceEnter their desired purchase method and department codeGet clear, consistent validation and approval Much faster and easier

IT BenefitsEase of management routing and approvals of purchase – with no IT involvementAutomation of financial validity checkAutomation of finance allocation to proper cost codeAutomatically check inventory levels, update levels on purchase, notify software inventory manager if under stock, update software asset mgmt. for customer / dept.

“Install” Balanced Design

Customer Self ServiceChoose their preferred installation methodCan be using the software within minutesIf installation doesn’t work, customer can easily open a support request

IT BenefitsAutomated installation methods are touchless for ITIT not involved unless there is a problem

15

Strategic Benefits

• Enhance security / reduce shadow IT• Change IT’s reputation & relationship with your customer• Cost & product information changes customer behavior• Simplify the software portfolio• Improve IT management & insight

16

17

Evergreen’s Enterprise App Store

• Built with native ServiceNow components (UI pages, UI Macros, Style sheets, etc.) + SCCM code

• Can be used within the native catalog user experience or as part of a CMS based portal

• Over 150 sample software titles are included

• Workflow activity definitions assist with the creation of custom software-based workflows

Evergreen’s Solution Overview

Shopping Experience for

browsing software titles, filtering based on categories, manufacturer

and easy to use forms for

ordering the software

Extensible payment method records can be

linked to software titles to

handle authorization

workflow as well as posting billing

transactions

Extensible distribution methods, including

workflows for SCCM-based software push,

software download,

shipment and pick-up

Ties into software asset management to create software assets, register

entitlements and check inventory as part of the

workflow

SCCM Integration for

load of software data and for

software push included in package. Sample

integrations with financial system

included

Payment Methods

Distribution Methods

License Mgmt.

Shopping Experience

Integration Ready

18

19

Evergreen’s Enterprise App Store on ServiceNow

Got Apps?

One-Day, Private Service Catalog Workshop - $3,950

Arrange a private, deep-dive Enterprise App Store or Service Catalog demo for you and your team

Enterprise App Store special offer - $67,500 installed if purchased by 12/31/14

Private Demo

Possible Next Steps?

http://www.evergreensys.com20

21

• Questions?• Thank you for your time

Wrap-Up