Modernizing IT 101. Introduction to ServiceNow. Lye Sijuan ServiceNow 16-Mar ServiceNow All Rights Reserved 1
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1 Modernizing IT 101 Introduction to Now Lye Sijuan Now 16-Mar Now All Rights Reserved 1
2 The Enterprise Cloud Company Enterprise Cloud NYSE: NOW Strong Revenue & Growth Cloud-based that Modernizes and Transforms the Enterprise 2,700+ Enterprise Customers 2,800+ Global Employees * $960M-$1BN Highly Secure and Available Enterprise Cloud SaaS Business Model Major Sites San Diego, Silicon Valley, Seattle, Amsterdam, London, Sydney, Israel, Singapore, Hong Kong $683M $425M $244M $28M $64M $128M FY09 FY10 FY11 FY12 FY13 FY14 FY15E *Expected 2015 Revenues 2015 Now All Rights Reserved 2
3 The Enterprise Cloud Company Enterprise Cloud NYSE: NOW Strong Revenue & Growth Cloud-based that Modernizes and Transforms the Enterprise 2,700+ Enterprise Customers 2,800+ Global Employees * $960M-$1BN Highly Secure and Available Enterprise Cloud Major Sites San Diego, Silicon Valley, Seattle, Amsterdam, London, Sydney, Israel SaaS 98% Business Model Subscription Renewal Rate $683M $425M $244M $28M $64M $128M FY09 FY10 FY11 FY12 FY13 FY14 FY15E *Expected 2015 Revenues 2015 Now All Rights Reserved 3
4 Global Enterprises from All Industries Rely on Now Construction Federal Financial s Healthcare Higher Education Insurance IT s Manufacturing Media MSPs Oil and Gas Retail s Technology 2015 Now All Rights Reserved 4
5 Customer Success Modernization and Transformation Equinix Swiss Re Land O'Lakes Morrison Foerster Einstein Noah Lennox REI 365% ROI from consolidating 12 disparate systems 15,000 staff use Now as the company's ERP for IT Saved $2M by moving all of IT to ITIL processes automated by Now Automated company-wide tasks, saving 9,840 hours and $750,000 in cost Employees track issues with a consumerized self-service portal Driving enterprise-wide service automation on a single system of record Enterprise service transformation across IT, HR, finance and customers 2015 Now All Rights Reserved 5
6 IT Backbone of the Modern Enterprise IT Marketing Finance Legal Customer Support Human Resources Facilities Business Applications (SaaS) Software Platform (PaaS) Cloud Infrastructure (IaaS) 2015 Now All Rights Reserved 7
7 Unstructured Messaging Manager / Process Owner Takes days to mine data for executive reports No visibility into the flow of work Doesn t know how providers are performing Improving customer satisfaction is hard Buried in escalations Requestor Unaware of status Lengthy process Relies on institutional knowledge and relationships Can t perform job Provider Incomplete work Doesn t know how being measured Unable to prioritize work Constantly putting out fires Can t keep up with inbox No insight into what people are working on No visibility into the workload mix Unreliable data to prioritize initiatives Unable to increase service performance Can t improve productivity Executive 2015 Now All Rights Reserved 8
8 Structured Workflow and Orchestration Manager/Process Owner Business Requests Request Approve Reject Deliver executive reports in minutes Full visibility into the flow of work Able to manage SLAs and service performance Continual process improvement Expanded scope to automate other processes Request Request Status First First Mandatory Last Last Department Mandatory First Last Department Workflow Request SLAs Type Resources Category Mandatory Sub-Category Mandatory Category Sub-Category Short Mandatory Short Description Description Start Complete Short Description SUBMIT Requestor Provider Clarity of expectations Guaranteed process initiation Self propelled process Updates as they happen No longer relies on Institutional knowledge and relationships Resource Utilization and Performance Understands what people are working on Full visibility into the workload mix Able to prioritize initiatives Focuses on increasing service performance Continual productivity improvement Higher accuracy, completeness Overview of work in process Prioritizes work Understands the context of work More productive than ever before Executive 2015 Now All Rights Reserved 9
9 Enterprise Cloud Secure Integrations Secure Integrations Application Logic Application Development User Experience Security Analytics CMDB 2015 Now All Rights Reserved 10
10 Enterprise Cloud Secure Integrations Customer Security Operations Vulnerability Response Finance Facilities HR Incident Marketing Secure Integrations Problem Legal Change Field Asset Application Logic Application Development User Experience More Security Analytics CMDB 2015 Now All Rights Reserved 11
11 Enterprise Cloud Secure Integrations Customer Security Operations Vulnerability Response Finance Facilities HR Incident Marketing Secure Integrations Problem Legal Change Field Asset Application Logic Application Development User Experience More Risk Security Analytics CMDB Vendor Audit Test Demand Financial Resource Project SDLC Management 2015 Now All Rights Reserved 12
12 Enterprise Cloud Secure Integrations Customer Security Operations Vulnerability Response Finance Facilities HR Incident Marketing Secure Integrations Problem Legal Change Field Asset Application Logic Application Development User Experience More Risk Security Analytics Discovery Vendor CMDB Mapping Audit Test Cloud Management Orchestration Event Management Demand Financial Resource Project SDLC Management 2015 Now All Rights Reserved 13
13 IT Model Internal Providers Customer Support Marketing Human Resources Information Technology Finance Facilities Legal REQUESTER Taxonomy Experience Delivery Assurance Analytics PROVIDER Management for the Enterprise 2015 Now All Rights Reserved 14
14 Transforming Management into an Enterprise Discipline Management for the Enterprise IT Management HR Management Facilities Management Enter Domains Here Management Legal Management Marketing Management Finance Management Built by Customer or Partner Any enterprise service or anything that requires a service model Built by Now 2015 Now All Rights Reserved 15
15 Extend Beyond Now Applications Now Store Now Share Custom App Showcase Try and buy apps from 3 rd party vendors Share custom apps and more with your peers Get ideas from what others have done 2015 Now All Rights Reserved 16
16 Empowering Enterprise Transformation Professional s StartNow Methodology Implementation s Production Readiness s Optimization s Training and Certification Best Practices Workshops Process and End-User Training Admin and Developer Training Certifications Global Partner Ecosystem Authorized Training System Integrators Managed Providers Solution Providers Support Real Availability Dashboards Wiki Product Documentation Knowledge Base Community and Forums Technical support Community Connect with other users Local User Groups Special Interest Groups Share apps and code Knowledge User Conference The largest gathering of service management professionals using cloud services to change the way people work 2015 Now All Rights Reserved 25
17 Now Management for the Enterprise Management Operations Management Business Management Application Development Catalog Discovery Demand Management Graphical Workflow Incident Management Configuration Automation Project Management Form Designer Problem Management Discovery & Mapping Governance, Risk & Compliance Test Management Change Management Orchestration Vendor Performance Mgt App Creation Release Management Cloud Provisioning Financial Management Creator CMDB Event Management Analytics Web s Password Reset Software Development Lifecycle Notifications Field Management Mobility Asset Management Content Management System Professional s Training and Certification Global Partner Ecosystem Support Community Knowledge User Conference 2015 Now All Rights Reserved 27
18 Thank you Lye Sijuan Regional Sales Manager Now 2015 Now All Rights Reserved 28
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