theater-transformation-final

© 2014 ServiceNow All Rights Reserved

Saranya BabuDirector of Product MarketingBDNA Corporation

Accelerate Your Service-Centric Transformation in The New Data Age of ServiceNow

© 2014 ServiceNow All Rights Reserved 2

Data, Accuracy and All that Good Stuff…


Bad Data is Impeding Transformation

40% 10x 20%FAILURE COSTS REVENUE LOSS

Gartner - “Poor data quality is the primary reason for 40% of all IT initiatives failing to achieve their

targeted benefits.”

Thomas Redman - “It costs ten times as much to complete a unit of

simple work when the data are flawed in any way as it does when

they’re perfect.”

Thomas Redman - “Bad data costs organizations between 10 to

20 percent of revenue.”


The Transformation to a Service-Oriented Enterprise

Infrastructure-Centric Service-Centric

TECHNOLOGYWORKFLOW

DATA


Data and The Service-Oriented Enterprise

Budget

People

Assets

Resources GoalsMost effort is spent here…

• What devices ?• What software?• What versions?• What is being used?• When to upgrade?• Is it compatible?• Can it be virtualized?• What is device power rating?• What are the dimensions?• Is it compliant?

While it should be spent here…

• What is the FCR?• What is the MTTR?• How many incidents?• What are the support costs?• What is the entitlement?• Incident rates by asset?• What is the asset utilization?• Impact, coverage and availability?• What is the availability?• How well are vendors performing?

Data

Costs

Service Quality


IT Data Challenges – Lack of Standards

• Inconsistent naming

• Versioning complexity and proliferation (Major and minor, upgrade and downgrade paths, packages, licensing implications)

• Licensing complexity (user-based, site-based, single user multi-device, single device-multi-user, core-based, CAL/EA, term-based, usage-based etc.)


IT Data Challenges - Raw Discovery Data is Complex and Unusable

• 95% of the raw data is irrelevant ( DLL, security update, language pack, hotfix, patch etc.)• Significant manual effort is required to analyze, reconcile and map raw data• Version, package and licensing information is either missing, inaccurate or not easily readable

Raw Data - Add/Remove

Raw Data - .exe


IT Data Challenges – Data Proliferation and Velocity of Change

Top 5 Vendors by New Software in 2013 Top 5 Vendors by Updated Software in 2013

Source: BDNA Technopedia, largest curated repository of IT information

IBM

Micr

osoft

Oracle

Hewlett-Pac

kard Compan

y

BMC So

ftware0

1000

2000

3000

4000 3540 3316

2453

17931473

Micr

osoft

IBM

BMC So

ftware

Hewlett-Pac

kard Compan

yEM

C0

2000

4000

6000

8000

100009925

68405525 5048

2854


The Data Strategy

1. The Truth

2. The Problem of Many Truths

3. The Problem of Missing Truth

True False


The Truth – Reference Catalog

Adobe Acrobat v9.4Adobe Acrobat v9.4

PublisherAdobe Systems

FamilyAcrobat

Software NameAcrobat

Minor Version9.4

Major Version9

EditionPro

Windows XPWindows XP

PublisherMicrosoft

FamilyWindows

Software NameWindows XP

Minor Version5.1 SP3

Major VersionXP

EditionProfessional

Microsoft SCCMMicrosoft SCCM

PublisherMicrosoft

Software NameSystem Center Configuration Manager (SCCM)

Minor Version2007

Major Version2007

Comprehensive Listing, Standard Taxonomy and Authoritative Source of the Truth


The Problem of Many Truths – Normalize to Reference Catalog

?????????? ?????????? (Microsoft Corp.)© 2012 Microsoft CorporationMicrosoft Corp Microsoft Corp. and Executive Software International,..Microsoft Corp., Veritas SoftwareMicrosoft Corporation Microsoft Corporation, Crescent Divison of Progress..Microsoft FranceMicrosoft Game StudiosParsons/MicrosoftPlaceWare, Inc., a wholly owned subsidiary of Microso..?????????? MicrosoftHewlett-Packard Corporation, Microsoft CorporationMicrosoft ®Microsoft and PLATINUM technologyMS ProMicrosoft Corp.Microsoft CorporatioMicrosoft Corporation - Office Resource Kit GroupMicrosoft Corporation.Microsoft Games and Matt Gradwohl

Microsoft InternalMicrosoft PressMicrosoft ResearchMirosoft(R) Corporation.

Microsoft

• A vendor is represented 10 different ways• A software is represented in 20 different ways

Within a single system, on an average*…

*Data sourced from Technopedia


The Problem of Missing Truth - Context or Reference Data

End-of-life Lifecycle, cost, vendor management

Form factor Data center planning/consolidation

Power rating IT cost, Green IT, Data Center Consolidation

CPU Core Core based licensing, Server Management

Missing Non-discoverable Information

Parent Company Vendor/Incident Management

Application Compatibility Virtualization, OS migration, App Modernization

Licensing SAM, Audits, License Optimization

Missing Market Data


Data Strategy for The New Age of Service

ServiceNow Technology Partner with Three Certified Integrations


Standardize, Consolidate and Automate

TechnopediaTM

Catalog

Common Identity to map to

Makes Consistent

2

+400k Hardware+600k Software

Product Catalog

Ag

gre

gat

e

1 Normalize Engine

RelevantAccurate

Clean Data

RemoveIrrelevant

ResolveConflicts

TechnopediaNormalizeTM

Automatically filters, Makes Clean

3

Frequent (daily) updates. Keeps data Current5

Market Intelligence

TechnopediaContent Packs

Enrich with market dataMakes Complete

4

Lic.Compat

iblity

SpecsEOL

CPE


Top Takeaways

Stop by Booth 107 for Demo and hourly giveaway

Learn More: www.bdna.com/servicenow

Try FREE certified VendorData update set: vendordata.bdna.com

123

http://www.bdna.com/servicenow


Thank youSaranya Babu

Director of Marketing

BDNA Corporation

[email protected]

theater-transformation-final

Documents

data strategy

new data age of servicenow

data costs service quality

map raw data version

new software

updated software

servicecentric transformation

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