eliminate service outages journey document · 2020-04-04 · introduction this document is an...

EliminateServiceOutagesJourneyDocument

TableofContents

INTRODUCTION....................................................................................................................................2HOWTOELIMINATESERVICEOUTAGES................................................................................................3

CUSTOMERJOURNEY...........................................................................................................................4OUTCOMES.................................................................................................................................................4METRICS.....................................................................................................................................................5

ADOPTIONJOURNEY............................................................................................................................6

CAPABILITYROADMAP.........................................................................................................................8OVERVIEW..................................................................................................................................................8MODERNIZE................................................................................................................................................9TRANSFORM..............................................................................................................................................11INNOVATE.................................................................................................................................................12CONCLUSION.............................................................................................................................................13

PHASEDINTERACTIONS......................................................................................................................14MODERNIZE..............................................................................................................................................14TRANSFORM..............................................................................................................................................15INNOVATE.................................................................................................................................................16

HIGHLEVELINTEGRATIONSARCHITECTURE........................................................................................17

CUSTOMERJOURNEY–DELIVERY.......................................................................................................18

NEXTSTEPS........................................................................................................................................19

Introduction

ThisdocumentisanoverviewoftheServiceNowreferencearchitectureforthejourneyrelatedtoeliminatingserviceoutages.ThisdocumentshouldbeusedasaframeworktoassistwithdeterminingthestepstomatureyouruseoftheServiceNowplatformcapabilities.Thisdocumentincludestheanswerstoaseriesof‘how’questions:

• Howtoeliminateserviceoutagesattheexecutivelevel• Howtoachievetheoutcomesintheexecutiveoverviewofhowtoeliminateservice

outages• Howtomeasuretoensureoutcomesintheexecutiveoverviewofhowtoeliminate

serviceoutagesareachieved• Howtoincreaseadoptionthroughtheoutcomesmeasuredforachievementinthe

executiveoverviewofhowtoeliminateserviceoutages• Howtoimplementtheappropriatecapabilitiestoincreaseadoptionthroughthe

outcomesmeasuredforachievementintheexecutiveoverviewofhowtoeliminateserviceoutagesthrougheachphaseofthejourney

• Howtotechnicallyconfiguretheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtoeliminateserviceoutagesthrougheachphaseofthejourney

• Howtoarchitectthetechnicalconfigurationsoftheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtoeliminateserviceoutagesthrougheachphaseofthejourney

• Howtocoordinatewithexpertstoassistwith:

1©2017ServiceNowAllRightsReserved Confidential

EliminateServiceOutagesReferenceArchitecture

o Architectingthetechnicalconfigurationsoftheappropriatecapabilitieso Implementingtoincreaseadoptiono Measuringachievementofoutcomeso Eliminatingserviceoutages

Formoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachoutto,gotohttps://www.servicenow.com/contact-us.html,andclickonsalestofindtheofficenearestyou.

HowtoEliminateServiceOutages

The“Howto”diagramaboveillustratesthemulti-stepprocessattheexecutivelevel,focusingonthecorefunctionalareasandunderstandingwhereinteractionsandintegrationsarerequired.------------------------------------Thestepsshownareasfollows:

1. DiscoverandmaprelationshipsbetweenbusinessservicesandtheITcomponentsrequiredtosupportthem.

2. ContinuouslymonitorITinfrastructureforchangesandupdateservicemapsinrealtime.

3. Gainaconsolidatedviewofservice-impactingeventsforarapidandeffectiveITresponse.


HowtoEliminateServiceOutages

MAPBUSINESSSERVICESTOINFRASTRUCTURE

1

PRIORITIZEISSUESANDAUTOMATEFIXES

KEEPSERVICEMAPSCURRENT

INGESTEVENTSFROMACROSSTHEITLANDSCAPE

GAINVISIBILITYINTOBUSINESSSERVICESHEALTH

2

34

5

4. AutomateITandbusinessprocessestoaccelerateremediation,reducemanualtasks,andimproveproductivity.

5. Prioritizetheresolutionofissuestoensurebusinessserviceavailability.

CustomerJourneyOutcomes

Uponreviewingtheabovehow-todocument,manyorganizationsmayask,“Yes,buthowdoIachievethoseoutcomes?”Inordertodoso,theCustomerJourneyisathree-phaseprogression(ModernizetoTransformtoInnovate)deliveringbusinessvalueviaoutcomesbyemployingproductcapabilitiesphasebyphase.Theimageabovedisplaysathree-phasematuritymodel:‘Modernize’to‘Transform’to‘Innovate,’whichisrealizedasaprogressionthroughthreephasesfocusedonauniquesetofconsumerstodeliverspecificbusinessvalueviaasetoftargetedoutcomes.Thecapabilitiesidentifiedrepresentkeyelementsofthesoftwareleveragedtorealizethisbusinessvalue.Thethreephasesareasfollows:

• Modernize:ServiceQuality&Controlo GreateravailabilityofCriticalBusinessServiceso ManageServiceLevelandOperatingLevelAgreementso ManageServiceHealtho Reducecosttomaintainservicemaps

• Transform:UserExperience&Productivity


MINDSET

CONSUMER

PHASE

BUSINESSVALUE

CAPABILITIES

OUTCOMES

CustomerJourney- OutcomesEliminateServiceOutages

MODERNIZE TRANSFORM INNOVATEITOperations LineofBusinessOwners AllEnterpriseConsumers

VISIBILITY AVAILABILITY AGILITY

ServiceQuality&Control UserExperience&Productivity ServicePerformance&Speed

• GreateravailabilityofCriticalBusinessServices• ManageServiceLevelandOperatingLevelAgreements• ManageServiceHealth• Reducecosttomaintainservicemaps

VISIBILITY

• Reducedowntimeforassociatedbusinessservices• Increasedproductivitywhilereducingrisk• Lowertotalcostofownership

AVAILABILITY

• Fastertimetomarket• OPEXReductionby15%• Increasesecurityandgovernanceofcriticalbusinessservices• Reduceauditingcostassociatedwithcompliance

AGILITY

AnalyticsReporting DashboardsCMDB ServiceMapping DiscoveryPrescriptiveAnalysis RootCause SelfHealing

o Reducedowntimeforassociatedbusinessserviceso Increasedproductivitywhilereducingrisko Lowertotalcostofownership

• Innovate:ServicePerformance&Speedo Fastertimetomarketo OPEXReductionby15%o Increasesecurityandgovernanceofcriticalbusinessserviceso Reduceauditingcostassociatedwithcompliance

Metrics

Aspreviouslystated,theCustomerJourneyisathree-phaseprogressionfromModernizetoTransformtoInnovate.Onceorganizationsareawareoftheprogressionandrequirements,theymayask,“Yes,buthowdoImeasureachievementoftheseoutcomes?”Inordertoensurethismeasurement:

• Organizationsmovethroughthesephasesthroughmeasurementsandmetrics,usingappropriateKeyPerformanceIndicators.

• ThebelowareacatalogofKPIsthatprovideameasuringstickforprogressionacrossthedifferentphasesoftheJourneythatwerecompiledfromServiceNowcustomers,partners,andServiceNow’sexpertsinthefield.

TheKPIsnecessarytonavigatethroughthephasesareasfollows

• Modernize:ServiceQuality&Controlo ReductioninincidentsrelatedtoChanges


MINDSET

CONSUMER

PHASE

BUSINESSVALUE

CAPABILITIES

METRICS

CustomerJourney- MetricsEliminateServiceOutages

MODERNIZE TRANSFORM INNOVATEITOperations LineofBusinessOwners AllEnterpriseConsumers


ServiceQuality&Control UserExperience&Productivity ServicePerformance&Speed

• ReductioninincidentsrelatedtoChanges• ReductioninChangeplanningtime• Decreaseinservicemappingmaintenancelaborovermanual

VISIBILITY

• Decreaseinincidents• DecreaseinoutageMTTR• Decreaseinmajoroutages

AVAILABILITY

• Fasterresponsetimetooutages• Lowernumberofincidentsduetoauto-remediation

AGILITY


o ReductioninChangeplanningtimeo Decreaseinservicemappingmaintenancelaborovermanual

• Transform:UserExperience&Productivityo Decreaseinincidentso DecreaseinoutageMeanTimetoRelief(MTTR)o Decreaseinmajoroutages

• Innovate:ServicePerformance&Speedo Fasterresponsetimetooutageso Lowernumberofincidentsduetoauto-remediation

AdoptionJourney

Onceorganizationsareabletomeasureforachievement,theymayask,“Yes,buthowdoIensurethesesolutionsareadopted?”Theadoptionjourneyrepresentsthestep-by-stepprogressionofactivitiesfromphasecommencementtofulluseradoptionforthephase.Activitiestypicallycommencedperphaseareindicatedbycoloredcheckmark.EachoftheServiceNowsolutionsprovideamulti-step,prescriptiveapproach,toadoptingthesolution.

1. Step1–Definea. ServicePortfoliob. SLACommitmentsforTopApplicationsc. ScopeofCMDB


TheAdoptionJourneyEliminateServiceOutages

ü ModernizePhase ü TransformPhase ü InnovatePhase

Define

ü DefineServicePortfolio

ü DefineSLAcommitmentsfortopapplications

ü DefinescopeofCMDB

ü PrioritizeCriticalApplicationsforMappingPhases

Discover Measure PreventReact RefineConsume

ü PopulateCMDB

ü ReconcileandNormalizeCIs

ü DefineProcessandControlstoupdateCMDB

üMapCriticalServices

ü Createconnectionsto3rd partymonitoringtools

ü IngestMetricsandEventsfrommultiplesourcesandmapthemtoCIsandBusinessServices.

ü Definestandardremediationactions,triggersandworkflows

ü Createautomatedprocessscriptstoorchestrateremediation

ü Cutthroughthenoise

ü BuildHealthDashboards

ü LeverageOOTBDashboardsandReports

ü DefineKPIsandthresholdsforhealthmonitoring

ü Definealertsandnotificationgroups

ü Correlationandroot-causedetection

üMetricsforanomalydetection

ü Analyticsforecastsandthresholds

ü Establishcontrolsforselfhealing

üMovetoNextPhaseofCriticalServiceMapping

ü AssessPerformanceofRemediationandPreventionStrategies

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7

d. PrioritizeCriticalApplicationsforMappingPhases2. Step2–Discover

a. PopulateCMDBb. ReconcileandNormalizeCIsc. DefineProcessandControlstoUpdateCMDBd. MapCriticalServices

3. Step3–Consumea. CreateConnectionstoThirdPartyMonitoringToolsb. IngestMetricsandEventsfromMultipleSourcesandMapThemtoCIsand

BusinessServices4. Step4–Measure

a. BuildHealthDashboardsb. LeverageOut-of-BoxDashboardsandReportsc. DefineKPIsandThresholdsforHealthMonitoringd. DefineAlertsandNotificationGroups

5. Step5–Reacta. DefineStandardRemediationActions,Triggers,andWorkflowsb. CreateAutomatedProcessScriptstoOrchestrateRemediationc. CutThroughtheNoise

6. Step6–Preventa. CorrelationandRoot-CauseDetectionb. MetricsforAnomalyDetectionc. AnalyticsForecastsandThresholdsd. EstablishControlsforSelf-Healing

7. Step7–Refinea. MovetoNextPhaseofCriticalServiceMappingb. AssessPerformanceofRemediationandPreventionStrategies

CapabilityRoadmapOverview

Afterensuringadoptionoftheoutcomes,organizationsmayask,“Yes,buthowdoIdeterminewhichcapabilitiesarenecessarytoachievetheseoutcomes?”Thestepsoutlinedabove,whencombinedwiththeJourneyapproach,willalloworganizationstounderstandhowtoimplementandgetvaluefromthesolution.However,whichcapabilitiesarereallybeingusedintheoverallsolution?ThisvisualizationgroupsthecapabilitiesoftheServiceNowportfoliointoconsumableareas.Fromthebottomup

• TheCloudInfrastructurethatServiceNowmaintainsisatthecoreofdeliveringafault-tolerantandhighlyavailablesystem.

• ThePlatform,whichencompassesmuchmorethanwecanarticulateonasingleslide,deliverscorefunctionalityacrosseveryapplicationintheportfolio,fromKnowledgeManagementtoOpenFrameasaconduitforCallintegrations.Movingupwards,webegintoleveragethatplatformforkeyapplicationandmanagementareasthatenablemoreandmorecapabilityintotheenvironment.

• OperationsManagementisfocusedonenhancingandenablingtheoperationalaspectstoincludeEventenrichment,CloudOperationsandAutomation.

• Analyticslooksatbothreportinganddrivingamoreperformance-basedapproachtovisualizingandmanagingbasedoninsights.

• ApplicationDevelopmentprovidesanecosystemtoenableamoreagileandeffectiveapplicationdevelopmentframeworkonthePlatform.Thiscapabilityisutilizedbothfor


CapabilityRoadmapEliminateServiceOutages

CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE

INTEGRATIONSANDSYSTEMSOFRECORD

SECURITYMANAGEMENT

OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS

SECURITYINCIDENT

VULNERABILITYRESPONSE

REPORTING

PERFORMANCEANALYTICS

AGILEDEVELOPMENT

DEVELOPMENTENVIRONMENT

TESTMANAGEMENT

HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE

CATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES

HR LEGAL FACILITIES CUSTOMERSERVICE

FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT

INTEGRATIONS&SYSTEMSOF

RECORD

SECURITYOPERATIONS SERVICEMANAGEMENT

OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT

PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY

ORCHESTRATION EVENTMANAGEMENT

SERVICEMAPPING

CLOUDMANAGEMENT

PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET

THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT

GOVERNANCE,RISK&COMPLIANCE

PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT

APPLICATIONPORTFOLIO

KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES

TIMETRACKING

OPENFRAME

buildingbusinessapplications,aswellasmanagingtheconfigurationoftheportfolioitself.

• ServiceManagementencompassesthecoreofITServiceManagement,aswellasEnterpriseServiceManagementareas,likeHumanResources,CustomerService,Facilities,etc.

• SecurityOperationsistheareaoftheportfoliothatenablesorganizationstodetectanderadicatesecurity-relatedrisksinastandardizedandgovernedmanner.

• BusinessManagementareahighlightscapabilitiesaroundmanagingthebusinesselementsthatimpacttheorganization.Thisisfocusedonmanagingportfolios,resources,andoverallgovernanceoftheenvironment.

• EngagementandExperienceareasontheleft,includehowconsumersinteractwiththecapabilitiesontheplatform.

• Ontherightside,it’sabouttheexternalizedintegrationsintosystemsofaction,reference,andofrecord.

Modernize

IntheModernizePhase,highlightedintheorangeboxes,organizationsbegintoimplementfoundationalcomponentstodeliverontheoverallrequirements.Thisphasefocusesontheinitialcapabilitiesrequiredtoeliminateserviceoutages.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• ServiceManagemento Problemo Change



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENT


CATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZE

NOTINSCOPE

MIDSERVER

o CMDB• OperationsManagement

o Discoveryo ServiceMapping

• Analyticso Reporting

• Integrations&SystemsofRecordo MidServer

• Platformo Knowledgeo Collaborationo Notificationo OnCallo Workflow

• CloudInfrastructureo HighlyAvailableo PairedDataCenterso FaultTolerance

ThereisaforcemultiplierasitrelatestoServiceNow’soverallsolutionset.Theuseofcoreplatformfunctionality,suchasreporting,workflow,aswellastheCloudinfrastructure,deliversamoreenhancedsolutiontodeliverontheITOMapproach.

Transform

IntheTransformphaseoftheJourney,organizationsbegintotakeadvantageofmoreandmoreplatformcapabilities.TheybegintoaddadditionalAnalyticsandIntelligenceintheoverallprocess.Thisphasefocusesonthetransformationalcapabilitiesrequiredtoeliminateserviceoutages.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• SecurityOperationso ThreatIntelligence

• ServiceManagemento Problemo Incidento Change

• OperationsManagemento Discoveryo ServiceMapping

• Analyticso PerformanceAnalytics

• Platformo Collaborationo Notification

• Integrations&SystemsofRecordo MidServer


CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENT


CATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZETRANSFORM

NOTINSCOPE

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

CapabilityRoadmapResolveRealSecurityThreatsFast

Innovate

IntheInnovatePhase,organizationsnowhaveafirmfoundationofInsightandOperationaleffectiveness.Thisphasefocusesontheinnovativecapabilitiesrequiredtoeliminateserviceoutages.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• BusinessManagemento FinancialManagemento Project&Portfolio

• ServiceManagemento SLAManagement

• OperationsManagemento Orchestration



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENTCATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

LEGEND

NOTINSCOPE

Leveraged


NOTINSCOPE



PORTAL

MOBILE

EVENTMANAGEMENT

INNOVATE

FINANCIALMANAGEMENT

Conclusion

Buildingonthepreviousimages,organizationscanseetheevolutionofcapabilitiesneededtodrivethissolution,fromModernize,toTransform,toInnovate.Thisphasefocusesonthefinalcapabilitiesrequiredtoeliminateserviceoutagesthroughcommoninteractions.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• BusinessManagemento DemandManagemento Governance,Risk&Compliance

• Extensionso CommonInteractions

• ServiceManagemento Incidento Release



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT



PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

LEGEND

NOTINSCOPE

Leveraged


NOTINSCOPE



PORTAL

MOBILE

EVENTMANAGEMENT

INNOVATE

EXTENSIONS

COMMONINTERACTIONS`

PhasedInteractionsModernize

Buildingontheformatinthepreviousimages,thenextfewdiagramswillhighlightinteractionsamongcapabilitiesandareas.Thisshouldprovideaclearerpictureofwhat’shappeningbetweenthosecomponentsateachphaseoftheJourney.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:

• ServiceDiscoveryo CMDBo Discovery

• CreationofIncidento Incidento ServiceMapping

• ServiceMappingo CMDBo ServiceMapping

• CorrelateEventso Discoveryo Incidento ServiceMappingo MidServero Notification


PhasedInteractionsEliminateServiceOutages

CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT



PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

EXTENSIONS

COMMONINTERACTIONS`


LEGENDMODERNIZE

REPORTINGMIDSERVER

DISCOVERY

KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALL

INCIDENT CHANGE CMDB

SERVICEMAPPING

ServiceMaps

CreationofIncident

ServiceDiscovery

CorrelateEvents

Transform

Thetransformphasebuildsuponthecapabilitiesavailableinthemodernizephasewithinteractionsandadditionalvalueelementstodelivertheoverallsolution.Atthispoint,organizationsstarttoseemoreinherentcollaboration,technologyintegrations,andbetteroverallvisibility.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:

• EventDashboardso Portalo PerformanceAnalytics

• VisibilityintoEventso Portalo EventManagement

• AutomatedIncidentCreationo Incidento EventManagement



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT



PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

EXTENSIONS

COMMONINTERACTIONS`


LEGEND

TRANSFORMMODERNIZE


PORTAL

MOBILE

EVENTMANAGEMENT

VisibilityIntoEvents

EventDashboards

INCIDENT

AutomatedIncidentCreation

Innovate

IntheInnovatephasetheinteractionsarekeytofinalizingthedeliveredsolution.Thisroundsouttheoverallapproachandsolutiondesign.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:

• CostofServiceOutageo FinancialManagemento Incident

• AutoRemediationofIncidento Orchestrationo Incident

• IncidentInputIntoProjectso Project&Portfolioo Incident

• IncidenttoSLAo ServiceLevelo Incident



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT



PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

EXTENSIONS

COMMONINTERACTIONS`


LEGEND

TRANSFORMMODERNIZE

INNOVATE

PROJECT&PORTFOLIO

FINANCIALMANAGEMENT

ORCHESTRATION

SERVICELEVELINCIDENTAuto-RemediationofIncident

CostofServiceOutage

IncidentInputintoProjects

IncidenttoSLA

HighLevelIntegrationsArchitecture

Onceorganizationsunderstandtheinteractionsrequiredbetweencapabilitiestoeliminateserviceoutages,theymaysay“Yes,buthowdowebuildintegrationswithexternalsystemstoarchitectforsuccess?”Ineverysolution,thereisthepotentialforexternalintegrationsintosystemsofreferenceorrecordthatprovideadditionalcapabilitiesnotfoundontheplatform.Theintegrationsarelinkedtotheircorecapability,andexternalsystemsaredenotedoutsideofthePlatformCloudecosystem.

CustomerJourney–Delivery

Finally,onceorganizationsknowhowtoimplementintegrationstoensuretheproperarchitecture,theymaysay“Yes,buthowdowefindtheappropriatetechnicalresourcestoassistwiththeseimplementations?”ServiceNowcustomerscanlooktoServiceNow’sProfessionalServicesteamtospeaktohowtheycanassistinensuringtheorganizationisabletocomealongforthejourney.ServiceNowhascreatedprescriptiveapproachestodeliveringthedefinedsolutioninaphasedapproach.

• EachphaseoftheCustomerjourneyincludeso AsetofConsultingapproachesfocusedonreadiness,assessment,andprocess

implementationo Implementationservicesforapplicationandcapabilityintegrationso Trainingtoeducateusers,operators,andteamsonhowtousethetechnologyto

achievetheagreeduponoutcomes§ ServiceNowoffersasetofprescriptivetrainingclassesforHR

administratorsandagents,aswellasdifferentoperators§ Duringeachphase,therewillbespecifictrainingelementstohelp

organizationsgetthemostvaluefromthesolution.• IntheTransformphase,trainingaroundPerformanceAnalytics

willhelpthemgetthemostfromdashboardsandmeasurementreportingontheappropriateKPIs.

• IntheInnovatephase,ProfessionalServiceswilladdOrchestrationtrainingtohelpteamscreateintegratedand


CustomerJourney- DeliveryEliminateServiceOutages

CAPABILITIES

PHASE

MINDSET

IMPLEMENT

CONSULTING

TRAINING

MODERNIZE TRANSFORM INNOVATE

PERFORMANCE ANALYTICS FOR ADMINISTRATORSDISCOVERY / SERVICE MAPPING ADMINISTRATOR

INFRASTRUCTURE & CMDB ASSESSMENTTECHNICAL BEST PRACTICES WORKSHOPREPORTING AND ANALYTICS WORKSHOP

SOLUTION BASELINE AND OUTCOME ASSESSMENT

DISCOVERY / SERVICE MAPPING IMPLEMENTATION

PA IMPLEMENTATION

INFRASTRUCTURE & CMDB ASSESSMENT

TECHNICAL BEST PRACTICES WORKSHOP

REPORTING AND ANALYTICS WORKSHOPSOLUTION BASELINE AND OUTCOME ASSESSMENT

IMPLEMENTATION SERVICE ROADMAP


EVENT MANAGEMENT ADMINISTRATORORCHESTRATION ADMINISTRATOR

CLOUD ADMINISTRATOR

INFRASTRUCTURE & CMDB ASSESSMENT

TECHNICAL BEST PRACTICES WORKSHOP

REPORTING AND ANALYTICS WORKSHOPSOLUTION BASELINE AND OUTCOME ASSESSMENT

IMPLEMENTATION SERVICE ROADMAP

DISCOVERY / SERVICE MAPPING IMPLEMENTATIONPA IMPLEMENTATION*

EVENT MANAGEMENT IMPLEMENTATIONORCHESTRATION IMPLEMENTATION

CLOUD IMPLEMENTATION


EVENT MANAGEMENT ADMINISTRATOR

DISCOVERY / SERVICE MAPPING IMPLEMENTATIONPA IMPLEMENTATION*

EVENT MANAGEMENT IMPLEMENTATION



automatedflowstodriverequestsandlifeeventsinalowtouchmanner.

NextStepsFormoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachouttogotohttps://www.servicenow.com/contact-us.htmlandclickonsalestofindtheofficenearestyou.

eliminate service outages journey document · 2020-04-04 · introduction this document is an...

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