reducing incidents to eliminate service outages

© 2017 ServiceNow All Rights Reserved 1© 2017 ServiceNow All Rights Reserved

Reducing Incidents to Eliminate Outages

David Abramowski Senior Director Product Marketing IT Operations Management

© 2017 ServiceNow All Rights Reserved 2© 2017 ServiceNow All Rights Reserved 2

ServiceNow Is a Fast-Growing, Global Company~4,800 Employees

Major SitesSan Diego, Silicon Valley, Seattle

Amsterdam, London, Sydney, Israel, India

$28M

$64M

$128M

$683M

$1B

’16

$1.391B

‘09

$244M$425

M

Strong Revenue & Growth

‘10 ‘11 ‘12 ‘13 ‘14 ‘15


What is an incident?

An event or an occurrenceAn unplanned interruption to an IT Service or reduction in the quality of an IT service

Failure of a configuration item that has not yet affected service is also an incident


Natural correlation

Lightning always precedes thunder

Incidents precede outages


The noise is just getting louder…


Incident overload results in

Service Outages


WHY? Let’s look through the eyes of the IT operator

Which services does this alert effect?

For this alert, any recent changes to the CI?

Which alerts are most critical?

Where do I direct the remediation first?


The ServiceNow approach to reducing IT incidents

Address Problems

Manage Change

Prevent Overload


Address problems for long term incident elimination

Identify and resolve repeat incidents


Reduce incidents by managing change

80% of outages are the result of people or process failure


Turn event overload into actionable insight

Give the IT operator a fair chance at eliminating

outages


ServiceNow IT Operations Management

Using Machine Learning and AI Ops technologies to reduce incidents and

eliminate service outages


Service oriented view prioritizes the business

Service health dashboard shows the relationship between business services and alerts


Reduce the volume, reduce the outages

INT125632

IT Alerts Alert Correlation Incidents


Correlate alerts to reduce the noise

Identifies alerts as a single phenomenon


Analyze the root cause to pinpoint the disruption

Determine the most likely root cause to focus the operator and reduce unnecessary upstream incidents


Detect anomalies before they become incidents

© 2017 ServiceNow All Rights Reserved 18Customer logos are the trademarks or registered trademarks of their respective holders and not ServiceNow

REDUCED EVENT OVERLOAD BY

99.2%

“With ServiceNow, we’re much more proactive. Because of this, we’ve actually

reduced the number of high-impact incidents, and we’re resolving them more

quickly.”-Olga Krasovski

Director of Service Management at Time Warner

From 120,000 events per week to less than 1,000 Incidents


“By consolidating our monitoring and managing our events

consistently, ServiceNow Event Management gives us the ability and confidence to take on new

challenges.”-Seth Thomas

Director, Site Operations at Zillow

Reduced thousands of events to less than 100 incidents

Automatically closes the majority of incidents


ACHIEVED AN OUTAGE REDUCTION OF

80%

“By the time our users notice a service issue, we’ve already told them about it and we’re working

on a fix.”-Jamie Duncalf

Manager, IT Operations at TransAlta


ServiceNow ITOM solution

IT

IT Service Management IT Operations Management

Discovery

Service Mapping

Event Management (AI Ops)

Orchestration (Automation)

ServiceWatch Suite

Cloud Management

Now Platform ™

© 2017 ServiceNow All Rights Reserved 23

Recap• Incident volume will continue to

climb left to its own devices• Overload results in the inability to

prioritize, unknown business impact, and slow remediation • ServiceNow helps you reduce

incidents through IT Service Management problem and change management as well as with IT Operations Management


Want to learn more?Get the full recording of this webinar.

David Abramowski Senior Director Product Marketing ServiceNow

https://event.on24.com/eventRegistration/EventLobbyServlet?target=reg20.jsp&referrer=&eventid=1350699&sessionid=1&key=563E4DD351708080B533FDD4AE8782BC&regTag=&sourcepage=register


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• Role-based journeys spanning leadership to developer topics

• ~ 85% of breakout sessions led by ServiceNow customers

• Up to 65% off normal training rates at pre-conference classes

• ~10,000 service management professionals and ServiceNow expert attendees

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*Knowledge 15 data

reducing incidents to eliminate service outages

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