nf16 itsm+itom incl pa ·...
TRANSCRIPT
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TONY BRANTONITOM Practice, Solution ArchitectServiceNow
ITSM + ITOM = Outsmart Service Outages
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Agenda
• Service Outage Challenge
• ServiceNow ITSM + ITOM Solution
• Customer Success
• Q&A
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Service Outages Make Headlines…and Hit Profits
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The Outage Timeline: Without ServiceNow
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
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Outdated Legacy Tools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-‐aroundssuch 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
Service Intelligence
Reduce or P
revent Outages from
Occurring
The Outage Timeline
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Service-‐OrientedService Management
Infrastructure-‐OrientedOperations Management
Better Together
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ServiceAvailabilityOverview
• Check a Service 360 dashboard to see service availability percentage
• Platform CMDB, Service Level Management feature
• ITOM package ServiceWatch Insight (incl. Discovery, Service Mapping, and Event Management)
• Event Management integrated with Service 360 enabled by Performance Analytics
Best-‐in-‐Class ITSM + ITOM
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ServiceAvailability Change
• Drill down into impacted business service to see change in service availability over time
• Platform CMDB, Service Level Management
• ITOM package ServiceWatch Insight (incl. Discovery, Service Mapping, and Event Management)
• Event Management integrated with Service 360 enabled by Performance Analytics
Best-‐in-‐Class ITSM + ITOM
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ServiceHealth
• Check a service health dashboard to see service outages
• Automatically open incidents for critical issues
• Platform CMDB• ITOM package ServiceWatch Insight (incl. Discovery, Service Mapping, and Event Management)
• ITSM app Incident Management
Best-‐in-‐Class ITSM + ITOM
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Incident Assignment
• View incidents and who is available to work on critical issues
• Quickly assign a person to an incident• ITSM app Incident Management • Platform feature
Best-‐in-‐Class ITSM + ITOM
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Real-‐time Communications
• Communicate through chat and automated notifications
• Platform feature
Best-‐in-‐Class ITSM + ITOM
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ServiceMaps
• Drill down into service maps to see root causes of outages
• Check timeline to determine when a service was running, before a change occurred
• Platform CMDB• ITSM app Change Management• ITOM package ServiceWatch Mapping (incl. Discovery and Service Mapping)
Best-‐in-‐Class ITSM + ITOM
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Automated Remediation
• Create rollback change requests and other options for fast remediation
• ITSM apps Incident Management and Change Management
• ITOM package ServiceWatch Suite (incl. Discovery, Service Mapping, Event Management, and Orchestration)
Best-‐in-‐Class ITSM + ITOM
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Mobile-‐ready
• Use mobile devices to communicate between end users, IT staff, and IT management to resolve issues quickly
• Platform feature
Best-‐in-‐Class ITSM + ITOM
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Incident Remediation Performance
• View average remediation times of resolved incidents
• ITSM app Incident Management feature enabled by Performance Analytics
Best-‐in-‐Class ITSM + ITOM
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What Success Looks Like
Business 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 manualmapping (OSS Provider)
Quality of Service (QoS) • Mean Time to Recovery (MTTR)• Service Outages (#)
• Reducedservice outages by80% (TransAlta)• War-‐room time reduced by 50%
(decommissioned early) (Symantec)• Tools reduced/consolidated (FICO)
Time-‐to-‐Market • Time required to deliver services• Speed as measured by customer
satisfaction• IT involvement (zero touch)
• Acceleratedservice delivery for cloud resources from 40 days to 4 hours (Maritz)
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Enterprise Rent-‐A-‐Car – ITSM + ServiceWatchMapping
Value Realized – Future State (“after”)
1. Can map multiple applications faster and with greater accuracy than any other mapping tool – can accomplish in 3-‐6 months what they were unable to accomplish in years with various tools
2. Able to map dozens of critical business applications that they will leverage in their monitoring and change management
Business Driver & Use Case
Business Driver: Challenges with managing the health of applications in a changing environment
Use Cases: Service Visibility
Customer Challenges – Current State (“before”)
1. Have been managing the health of applications by mapping them with tribal knowledge 2. Needed a service-‐oriented CMDB – when engineers received an event from one of their many monitoring tools,
there was no business context and it put the health of critical business applications at risk
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Qualcomm – ITSM + ServiceWatch Insight
Value Realized – Future State (“after”)
1. Increased visibility into change impact2. Able to enrich event data with service topology3. All service map maintenance automated rather than manual4. Able to map critical business services in support of DC migration
Business Driver & Use Case
Business Driver: Datacenter Move –Mandate to Map Apps
Use Cases: Service Visibility and Availability
Customer Challenges – Current State (“before”)
1. No visibility into service and dependencies2. Unable to commit to service SLAs as there is no way to measure uptime3. Unable to accurately assess impact of changes
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TransAlta – ITSM + ServiceWatchMapping
Value Realized – Future State (“after”)
1. IT able to work on service outages before users log tickets or raise issue, no more surprises2. Visibility into which business services are affected by any given change, helping to assess associated impact or risk of changes
and easily communicate it to stakeholders3. Fact-‐based cost/benefit discussions can be had with business partners, IT no longer seen as a tax on the business
Business Driver & Use Case
Business Driver: Heavy reliance on tribal knowledge to maintain an inaccurate CMDB
Use Cases: Service Visibility
Customer Challenges – Current State (“before”)
1. Relying on tribal knowledge for key dependencies on infrastructure for key business services2. IT only notified of a business service outage if someone complained3. Time to figure out what was happening with service outages, 3-‐4 hours just to find out
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Recap
ServiceNow ITSM + ITOM = complete solution for outsmarting service outages
The ServiceNow difference• Cloud-‐first• Service-‐centric• Single platform
ServiceNow can help with:• Cost containment/reduction (operating expenses)• Service availability (quality of service)• Agility and speed (time-‐to-‐market)
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Demo
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Q&A
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Top Takeaways
1. Leave the audience with key points of your presentation
2. Keep brief
3. Should not be more than 3 takeaways
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