Date post: | 19-Mar-2017 |
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© 2017 ServiceNow All Rights ReservedConfidentialConfidential
Joshua LinBill Cypert
Senior Product Marketing Manager, ITOM Solution Consultant Manager, ITOMServiceNow
ServiceNow
Eliminate Service Outages
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Companies Invest Yet Outages Keep Hitting Profits and Reputations
Automation Workflows
Change Advisory Board
Operations Analytics
Network Monitoring
Server Monitoring
Application Performance Management
Configuration Management Databases
IT Service Management
Change Management
Alerting Collaboration
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Service Operations Today
Mean Time to Recovery
ProcessTools and people employed to
address the issue
Cost People
ChangeSLA
ReliefThe time that it takes to bring
services back online
Govern
Remediate Measure
Outage!The “Oh Sh*t” moments we all
want to avoid
IncidentEvent
ProblemBreach
The Outage Timeline
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Outdated Legacy Tools
Declining Customer
Satisfaction
Poor Time to Resolution
At one point we were using three different stop-gap products. They were too expensive to maintain and added very little value!
Staff is losing confidence in IT and beginning to find work-arounds such as “shadow IT” to get their work done.
Our manual processes are error-prone and extremely inefficient. It’s taking way too long to resolve incidents and deliver services!
Challenges Facing IT Service Delivery Teams
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Lack of Service Visibility
SlowService Delivery
Unreliable Service
Availability
I can’t tell which systems are connected to each service.
We need to accelerate service delivery, while maintaining quality.
If a service goes down, I can’t find the cause of the outage.
Challenges Facing IT Operations Teams
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Change
Discovered CIs
Events and Alerts
Service-OrientedService Management
Infrastructure-OrientedOperations Management
Service Catalog
Incident ProblemServers Applications Storage
Virtualization Cloud NetworkCMDB
Service-aware
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Service Operations with ServiceNow ITSM + ITOM
Outage! ReliefThe “Oh Sh*t” moments we all
want to avoidThe time that it takes to bring
services back online
Mean Time to Recovery
Govern
Remediate Measure
ProcessTools and people employed to
address the issue
Cost People
ChangeSLAIncidentEvent
SLA
Process
The Outage Timeline
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Service Operations with ServiceNow ITSM + ITOM
Outage!The “Oh Sh*t” moments we all
want to avoid
Mean Time to Recovery
Automation
IncidentEvent
SLA
ReliefThe time that it takes to bring
services back online
Govern
Remediate Measure
Single Owner
Process
OpEx Efficiency = 60 / 40
Serv
ice
Inte
llige
nce
Redu
ce o
r Pre
vent
Out
ages
from
Occ
urrin
gThe Outage Timeline
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Service-OrientedService Management
Infrastructure-OrientedOperations Management
Better Together
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Proactively Identify Issues
Instantly see critical issues
Size, color, and tile placement reflect
business service status
Know the status of critical business services through a single dashboard
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Pinpoint Disruptions
Diagnose and
remediate issues
Easily review and roll back associated changes to mapped services
Instantly determine the severity of an alert
Quickly identify the business services experiencing problems
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Automate Remediation
Automate and accelerate remediation processes
Automatically remediate problems and initiate the incident process, gaining approvals as needed and continually communicating with all stakeholders through resolution
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MAP BUSINESS SERVICES TO INFRASTRUCTURE
1
PRIORITIZE ISSUES AND AUTOMATE FIXES
KEEP SERVICE MAPS CURRENT
GAIN VISIBILITY INTO BUSINESS SERVICES HEALTH
2
34
5
INGEST EVENTS FROM ACROSS THE IT LANDSCAPE
How to Eliminate Service Outages
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Track Faster Remediation
View average remediation times of resolved incidents
Monitor the improvement in incident remediation performance
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What Success Looks LikeBusiness Metric Key Performance Indicators (KPIs) Improvements Realized
Operating Expense (OpEx) People required for Manual Processes:• Repeatable Tasks• Service Modeling
• Impact to OpEx from automated processes >$20M reduction (Maritz)
• 90% reduction in manual mapping (OSS Provider)
• Tools reduced/consolidated (FICO)• War-room time reduced by 50%
(decommissioned early) (Symantec)
Quality of Service (QoS) • Mean Time to Recovery (MTTR)• Service Outages (#)
• Reduced service outages by 80% (TransAlta)
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Customer Success
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Recap
ServiceNow ITOM + ITSM = complete solution for eliminating service outages
The ServiceNow difference• Cloud-first• Service-centric• Single platform
ServiceNow customers have:• Reduced operating expenses• Increased quality of service
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Joshua Lin Bill Cypert Senior Product Marketing Manager, ITOM Solution Consultant Manager, ITOM ServiceNow ServiceNow