welcome - compucom's golivenow accelerators for serviceno · –top end itsm/servicenow...
TRANSCRIPT
Welcome - CompuCom's GoLiveNow Accelerators for ServiceNowMay 19, 2015
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Agenda
Welcome
Perspective –
– Kathy Buckley
CompuCom Accelerators and Employee
Self-Service Portal
– Jim Trezza and Matt Farahmand
What’s Ahead
Q and A
Automate ITSM with ServiceNow.
Automate ServiceNow with CompuCom!
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We’re flexible & customize solution delivery to meet client needs
End-UserEnablement
Service Experience
Management
Cloud Technology
Services
Remote Centers On-site Services
Managed Services & Support
Deployment & Integration
On Demand Technology & Workforce
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What is ServiceNow
Leading provider of cloud-based
services that automate enterprise IT
Operations (Think ITIL)
– Gartner Magic Quadrant Leader (ITSM
Tools)
– Extremely rapid growth for several
years
– Service automation for any business
process, not just IT!
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CompuCom Key Differentiators
CompuCom GoLive Accelerators
Self-Service Portal
Experience with ServiceNow
– Customer since 2006, one of their largest customers – 290,000 users supported, helped them develop their multi-tenant version
Senior Consulting Team
– Top end ITSM/ServiceNow consultants with an average of 15+ years experience
– Full-lifecycle management services
– Tactical capabilities to do the “hands on the keyboard work” in addition to the business level consulting
© 2014 CompuCom. 8
CompuCom Takes a Phased Approach
Phase I – Foundation
• Incident Management*
• Problem Management*
• Change Management*
• Service Level Management (base included with Accelerators)
• CMDB Lite
• Knowledge Management
Phase II - Continuous Improvement/End User
Experience
• Service Catalog*
• Employee Self-Service Portal*
• Custom Application Integration
Phase III - IT Business Management
• Asset Management (Hardware/Software)
• Configuration Management
• Contract Management
• Continuous Improvement and System Administration Service
• “Everything” as a Service
*With GoLiveNow Accelerators
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COMPUCOM ACCELERATORS AND SELF-SERVICE PORTAL
Jim Trezza Matt Farahmand
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GoLiveNow Accelerator Packages – Deliver ServiceNow “Everywhere”
What does this all boil down to?– Fully documented ITIL based processes
– Right to use of code
– CompuCom proven best practices
– Enhanced administration capabilities – 50+ enhancements in the Incident Manager Accelerator alone!
– Enhanced core functionality like parent\child incident and problem merge capability
– UI enhancements for ease of access and incident type recognition
– Pre-defined Best Practice SLAs
How does this benefit the client?– Speed of deployment
– Additional capabilities
– Easier administration
– Time saving functionality and UI capabilities
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Full Documentation Included with Accelerators
Process Flow
Process Definition
User Guide
Detailed Design
Installation Guide
Accelerator Code
Files
Live Demo
© 2014 CompuCom. 13
What’s Ahead – Self Service Portal Flat DesignBuilding on the current portal to provide additional capabilities around a modern
visual user experience.
Homepage Dashboard:
To view your most
important tasks at a
glance
Additional Schemas
Staying in line with
leading visual web based
trends
Dynamic Carousel: To
publish/market your
highest priority content
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Client Successes
Retail Store •Used our GoLive Now Accelerators to quickly replace their legacy system that was costly.
•Used a phased approach to implement advanced functionality including Service Catalog, Employee Self-Service, CMBD, Service Level Management, Knowledge Management.
•Increased employee service satisfaction by deploying a more efficient ESS Portal & Service Catalog.
•Migration from Legacy system with high licensing costs and a decreased footprint for ongoing administration increased ROI.
Real Estate Property Management
• Used CompuCom’s GoLive Now Accelerators to implement Incident, Problem, Change, CMDB, Knowledge and Sys Admin Training in less than 90 days.
Local Government •Wanted a solution that was based on ITILv3 Best Practices; out of the box and/or easily configurable to follow well defined best practices.
•CompuCom helped the client select ServiceNow and then used our GoLiveNow Accelerators to help them fast-track Phase 1 of the project.
•Increased efficiency with interaction with customers and streamlining of processes led to faster time to resolve and request services.
© 2014 CompuCom. 15
Questions
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Incident Card
Placing the most important facts about
an incident at your users fingertips.
They can see their latest incident
updates without the need to navigate
to the incident form. However, if they
wish to do so, they can do it by simply
clicking on the incident number.