servicenow overview nobel

Nobel Consulting Group 2012 www.nobelcg.com.au ServiceNow Overview

Nobel Vendor Overview: ServiceNow

ServiceNow Overview ServiceNow offers evolutionary IT management software as a service (SaaS) through a forms-based workflow system for IT service automation, resource management and shared services. Modern technology, commitment to partnership and a highly experienced and passionate team translates into superior ServiceNow customer success and elite company growth.

ServiceNow Corporate Information ServiceNow is a global software development company founded in 2003 by Fred Luddy, former chief technology officer of Peregrine Systems and Remedy Corporation. The company is headquartered in San Diego, CA with offices throughout the US, EMEA, Asia, Australia and customers in more than 48 countries.

ServiceNow is dedicated to the development, implementation and support of IT management applications offered via the Internet in software as a service (SaaS) model. ServiceNow licensing is subscription based and includes access to all applications, the hosting infrastructure and maintenance, support, training and three automated upgrades per year.

ServiceNow, the product, reached general availability (GA) and was first offered commercially in July 2005. At the date of this writing, ServiceNow are currently in excess of 515 employees proudly supporting more than 850 customers globally. Our customers represent the largest enterprises in the world spanning more than 48 countries.

ServiceNow supports more than 600 global customers including more than 50 Fortune 1000 and more than 50 Global 2000 companies. Their customers span virtually every industry and vertical from finance and energy to federal and managed service providers. With very few exceptions, every one of their customers is a complete enterprise wide deployment of the solution and a complete displacement of HP/ Peregrine, BMC / Remedy, CA Unicenter, IBM MRO, FrontRange, Numara and other competing technologies.

Although ServiceNow is a relatively young company, they are an organisation of unprecedented experience. Fred Luddy, the founder of ServiceNow, has more than 20 years of dedicated service to the IT service management market place. Most of their employees have similar backgrounds, many with ten or more years experience from companies including Peregrine Systems, BMC, Mercury Interactive, Hewlett-Packard, Altiris, Symantec, Axios, Quest Software, CA and FrontRange.

ServiceNow represents one of the fastest growing software companies in the world with more than triple digit revenue growth year-over-year. In FY2010, the company again demonstrated growth of more than 100% remains cash flow positive and profitable and continues to hold substantial cash reserves.

www.service-now.com

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ServiceNows Customers ServiceNow has been sold in Australia since 2007, and a high calibre clientele have been attracted to ServiceNow as the leading vendor in SaaS based IT Service Management solutions.

ServiceNow supports more than 750 global customers including well known Australian brands with more than 50 Fortune 1000 and more than 50 Global 2000 companies. Their customers span virtually every industry and vertical from finance and energy to federal and managed service providers.

With very few exceptions, every one of ServiceNows customers is a complete enterprise wide deployment of ServiceNows platform and a complete displacement of HP-Peregrine, BMC-Remedy, CA-Unicenter, FrontRange, Numara and other competing technologies. The following is a sample of ServiceNows customer base at June 2011.

(image source: ServiceNow Corporate and Solution Overview, June 21, 2011)



ServiceNow & Improving IT Service Management ServiceNow is dedicated to improving the industry's opinion of the value software delivers. ServiceNow develops, implements and supports a suite of on-demand IT service management applications offered via the Internet as software as a service (SaaS). These applications are licensed on a simple and economical subscription basis.

ServiceNow is redefining the IT management market, providing a new opportunity for organisations to fix their age-old problems, but also providing the platform to tackle service management challenges that have been perceived until recently as too complex to realistically address with software.

ServiceNow believe that an organisation regardless of size or complexity requires a "single system of record" for all processes being used to acquire, deploy, manage, assess and retire business services and the underlying infrastructure upon which an organisation depends. Effective IT service management is all about implementing process with as much automation as possible, remaining flexible to your business requirements and responding to reporting and workflow needs.

ServiceNow applications cover all ITIL processes and are natively integrated on a single platform providing Web 2.0 intuitiveness and unprecedented process automation.



ServiceNow Differentiators ServiceNow is markedly different from its competitors.

ServiceNow Differentiators

Automatic upgrades Quickest time to value Easily configurable applications offered as SaaS

Pure Internet platform Simple and consistent Web 2.0 usability

Drag-and-drop graphical workflow

Redundant and resilient data centers in Australia with application data encryption

Google-like global search of IT Delegated administration

Native mobile interface Custom self-service portal modeled after your corporate Website

Built-in native reporting

Simplified, flexible subscription to all applications

Last Gartner IT Service Desk Magic Quadrant leader in Vision

Unprecedented growth, financial stability, customer satisfaction



ServiceNow Functionality ServiceNow comprises the following applications:

Application Business Function Business Value

Incident Management Records all reported incidents

Categorises all incidents

Automatically assigns incidents based on pre-defined business rules

Ensures all incidents are resolved as quickly as possible through assignment to most appropriate resolution group or individual

Problem Management Links multiple incidents to a single known cause or error

Ensures the root cause of known errors is corrected to permanently resolve the problem affecting multiple devices or employees

Change Management Documents proposed infrastructure changes

Routes for approval

Documents and plans for back out plans

Enables financial and operational analysis for optimal change conditions

Links changes to the affected Configuration Item

Decreases unplanned outages

Enhanced change planning through better understanding of affected business units / employees

Mitigates risk associated with complex changes

Establishes back up plans in case of unforeseen problems

Quicker incident resolution time through a better understanding of historical changes

Release Management Manages the Application Development Lifecycle

Proactively manages the development of all new releases and features of internally developed software

Service Level Management

Establishes and monitors status of Service Contracts and Service Level Agreements between the IT organisation and supported business units or third party service providers

Prioritizes resources to incidents based on strategic business value

Ensures maximum level of customer service




Configuration Management

(CMDB)

Tracks and manages all Configuration Items deployed or held in reserve

Tracks and manages current as well as historical configuration of all IT assets

Tracks and manages the upstream and downstream connectivity between all assets deployed

Decreases resolution time through Service Desk personnel visibility of the affected asset

Decreases outages through understanding of inter-asset dependencies and connectivity

Employee Self Service Enables the supported employee to submit and check on the status of incidents on-line

Enables employees to search service catalogues and submit requests for standardised goods and services

Significantly decreases the number of calls to the service desk

Increases employee satisfaction

Knowledge Management

Captures and reuses resolutions to known or common errors

Enables supported employees to search databases for known error problem resolutions

Increases Level 1 incident resolution rates

Decreases calls to the service desk through employee self-resolution

Asset Portfolio Management

Tracks and manages the financial data associated with all infrastructure assets owned, leased, rented or borrowed

Measures costs associated with all assets for historical analysis and improved decision making

Asset Contract Management

Tracks and manages all of the contracts warranties, leases and software licenses associated with an organisation or Configuration Item

Maximises use of all associated warranties and service contracts

Maximises utilisation of all infrastructure assets

Mitigates exposure to financial penalties associated with lease contract or software license violations




Service Catalogue and Service Request Management

Establishes standardised catalogues of goods and services provided by the IT organisation to the supported business units and employees

Enables on-line browsing and request of goods and services

Reduces support costs associated with non-standard configuration items

Reduces request approval time through an automated process

Controls costs through enforcing purchase with approved vendors

Service Portfolio Management

Service portfolio management helps to simplify IT service definition, automate service availability measurement and expose IT value to the business.

A service portfolio is essentially a menu that describes IT service offerings provided to the business including scope, price and availability.

Service portfolio management is the act of documenting available IT services, defining who is entitled to receive specific services, and tracking fulfilment of commitments including availability.

Field Service Management

Field Service Management orchestrates resources and inventory logistics to ensure field-based service delivery commitments are met with high accuracy and at the least possible cost

Includes understanding inventory availability, resource availability and service locations.

When one of these components of field service management is unavailable or inaccurately calculated, service work time is greatly impacted

IT Cost Management IT cost management helps to establish the cost of IT service delivery and convey the value IT provides in financial terms.

Assigns costs to work time, tasks, and CIs to calculate the total cost of each offered service.

Compares actual, planned and projected costs to budgets.

Costs can be dissected and allocated to business units, cost centres and any organisational entity managed within ServiceNow.




Project and Portfolio Management

Project and portfolio management helps to optimise resources and meet project objectives by managing resource utilisation, status and costs across the project portfolio and all IT service management disciplines.

Includes project management, resource management and project portfolio management.

Project management is used to plan, manage and coordinate resources to achieve project objectives.

Project portfolio management provides a macro view of all planned, in-flight and completed projects and tracks resource utilisation.

Software Lifecycle Management

The software development lifecycle (SDLC) is a critical part of the ITIL release management process. It helps ensure that released applications are high quality and meet customer needs by managing the complete software development process including enhancement request and defect prioritisation, definition of release content and tasks, testing and release to production.

Gather all your enhancement requests, defects and problems in one place

SDLC includes planning board functionality to facilitate release planning

Use project-based time management or not, its entirely up to you

1Runbook Automation

ServiceNow Runbook Automation orchestrates business and IT processes normally done manually.

These processes can be as simple as a password reset or complex, multi-system tasks like provisioning and configuring a virtual machine and they can be fully automated for extremely fast, predictable results.

Create complex workflows with point and click design

Orchestrate your processes for best practice, every time they execute

VMWare Process Pack included to automate VMWare processes out of the box

PowerShell Process Pack included to automate Windows processes

1 ServiceNow Run Book Automation, Discovery and Application Dependency Mapping are separately licensed applications. ServiceNow Discovery is licensed by subscription for the number of servers within the infrastructure.




Shared Services Applications

Respond to business automation requests faster with prebuilt HR, facilities and sales force automation applications

Easily build new applications to automate processes outside of IT while presenting a single business service catalogue to simplify request fulfilment.

Automate business processes outside of IT.

Demonstrates the power of the ServiceNow platform

Shared service application buyers are not the business units themselves IT is the buyer.

IT Governance, Risk and Compliance

Provides an interface to manage IT compliance including risks, controls, audits and remediation processes

Automatically pulls compliance information and audit evidence from other ServiceNow processes to roll up to governance interface

Social IT Facilitates communication within IT, between IT and the business, and within the business all captured and converted into knowledge

Chat provides another way for business users to contact the service desk, and a way to make the service desk more efficient

LIVE creates a company feed that is used to share information around the business, and provide level -1 support

Data Certification This application lets you automate the certification of data on an on-going basis to satisfy compliance requirements

This is typically a replacement of a manual process ensuring data is being captured/recorded correctly

Managed Documents Facilitates check-in/check-out nod documents. Provided revision and approval history and automated reviewer and approval notification

Adds a layer of document control/management around knowledge management or any document within ServiceNow




2Discovery and Application Dependency Mapping

Discover all networked CIs and automatically define relationships

Used to verify completion of change activities

Full infrastructure discovery (Layer 2 7) as well as a business service mapping capability, designed to feed and maintain the CMDB.

Native integration with CMDB to help ease the process of defining services

Foundation for financial and contract IT asset management

Reporting and OLAP Analytics

Enables a current as well as historical view of the IT infrastructure, its configuration, availability and associated costs

Enables strategic operational and financial planning based on real-time and historical data

2 ServiceNow Run Book Automation, Discovery and Application Dependency Mapping are separately licensed applications. ServiceNow Discovery is licensed by subscription for the number of servers within the infrastructure.



ServiceNow Architecture The ServiceNow platform as a service is 100% designed and developed by internal development staff, under the direction of CPO, Fred Luddy and VP of Development, David Osman. It is a Java based platform using a Tomcat Web server and running on Linux. Generally speaking, most customers run on a MySQL database although some customers are running on Oracle, Microsoft SQL Server and Sybase.

Dedicated Database and Application Set

Elevated customer security

Customer data is not mixed with other customers.

Faster application response times

Greater scalability

Extensive application customisation preserved through upgrade

Automatic, Non-Disruptive Upgrades Customers of ServiceNow benefit from continuous innovation as three releases per year deliver significant new functionality and applications that are included in the subscription license fee.

Importantly due to patent-pending technology developed by ServiceNow, these automated upgrades do not affect any configuration / customisations performed by a customer on their instance(s) dramatically reducing the Total Cost of Ownership (by reducing the internal and external cost of upgrades).

ServiceNow is a single-tenant architecture, meaning that every customer gets their own application and database set. All customer data runs in separate databases and therefore is both physically and logically separated. At the instance level, ServiceNow can support a multi-tenant deployment. Customers utilising ServiceNow as a managed service platform or to support multiple business units can segregate customer data, business rules and user interface presentation. This capability is enabled during the implementation based on customer requirements.

Further details on ServiceNow functionality and architecture can be found at http://wiki.service-now.com

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ServiceNow Integrations ServiceNow is designed to be integrated to virtually any third party application or data source. A variety of techniques are used to achieve third party integration, most notably Web Services, JDBC, JMS and email. This is an industry standard technology that also uses names such as SOAP and WSDL. All of our tables are exposed as a web-services document.

ServiceNow offers more than fifty released and supporting integrations. For additional information on our external integration capabilities and techniques, please see their Wiki at: http://wiki.service-now.com/index.php?title=Integration_portal

ServiceNow Differentiators

Single Sign-On Active Directory / LDAP

CA SiteMinder

Novell eDirector

PGP / Digest Tokens

SAML 1.1

Tivoli Access Manager

CMDB Microsoft SMS

Altiris

Avocent LANdesk

IBM Tivoli CCMDB

AssetCenter

Centennial

Monitoring IBM Tivoli TEC

HP OpenView Operations

IBM/Micromuse Netcool

Dell Silverback

Nimsoft Nimbus

LPI Level Platforms

Service Right Answers

HP OpenView Service Desk

BMC Remedy

Salesforce.com

Oracle Financials

Manhattan Software Center Stone

Users Active Directory / LDAP

Oracle PeopleSoft

CA Identity Manager

Notifications xMatters On Premise xMatters Cloud

And More Avaya CTI

TIBCO Enterprise Service Bus

Java Messaging Bus

Microsoft Biztalk

WebMethods

HDI Survey



About Nobel

Nobel Consulting Group are experts in Service Management and have designed and implemented some of Australias largest Service Management projects for the Australian Government, multinational corporations and Australian private and public organisations. Nobel is a ServiceNow Business Partner that provides license sales, implementation and solution design as well as solution support. For more information contact:

[email protected]

Office Location Sales Contact Contact details

Sydney

Level 26, 44 Market Street, SYDNEY, NSW, 2000

Chris Wignall Mobile: 0419 595 145

Office Phone: 1300 795 657

[email protected]

Melbourne Level 8, 350 Collins Street Melbourne, VIC, 3000


Office Phone: 1300 795 657

[email protected]

Perth Level 28, AMP Tower 140 St Georges Terrace Perth, WA, 6000


Office Phone: (08) 9278 2602

[email protected]

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