ITSM + ITOM = Outsmart Service Outages

Transcription

1 ITSM + ITOM = Outsmart Service Outages KEVIN MURRAY Sr. Director, IT Product Marketing ServiceNow 2016 ServiceNow All Rights Reserved

2 Agenda Service Outage Challenge ServiceNow ITSM + ITOM Solution Customer Success Q&A 2

3 Service Outages Make Headlines and Hit Profits 3

4 The Outage Timeline: Without ServiceNow Service Operations Today Outage! The Oh Sh*t moments we all want to avoid Process Tools and people employed to address the issue Relief The time that it takes to bring services back online Event Incident SLA Change Remediate Measure Breach Problem Cost People Govern Mean Time to Recovery 4

5 Challenges Facing IT Service Delivery Teams Outdated Legacy Tools Poor Time to Resolution Declining Customer Satisfaction At one point we were using three different stop- gap products. They were too expensive to maintain and added very little value! Our manual processes are error- prone and extremely inefficient. It s taking way too long to resolve incidents and deliver services! Staff is losing confidence in IT and beginning to find work- arounds such as shadow IT to get their work done. 5

6 Challenges Facing IT Operations Teams Lack of Service Visibility I can t tell which systems are connected to each service. Slow Service Delivery Unreliable Service Availability If a service goes down, I can t find the cause of the #NowForum 2016 ServiceNow All Rights Reserved 6 We need to accelerate service delivery, while maintaining quality.

7 Service Management Service- Oriented Operations Management Infrastructure- Oriented Incident Service- aware Problem Discovered CIs Events and Alerts Servers Applications Storage CMDB Change Virtualization Cloud Network Service Catalog 7

8 The Outage Timeline Service Operations with ServiceNow ITSM + ITOM Outage! The Oh Sh*t moments we all want to avoid Process Tools and people employed to address the issue Relief The time that it takes to bring services back online Event Incident SLA Change Remediate Measure SLA Cost People Govern Mean Time to Recovery 8

9 The Outage Timeline Service Operations with ServiceNow ITSM + ITOM Outage! Relief Service Intelligence Reduce or Prevent Outages from Occurring The Oh Sh*t moments we all want to avoid Event Incident Process Automation The time that it takes to bring services back online Remediate Measure SLA Govern Single Owner Mean Time to Recovery 9

10 Service Management Service- Oriented Operations Management Infrastructure- Oriented Better Together 10

11 Best- in- Class ITSM + ITOM Service Availability Overview 360- degree view to check service availability across availability, risk, and more CMDB Service Level Management ServiceWatch Insight Discovery, Service Mapping, and Event Management Event Management integrated with Service 360 and Performance Analytics 11

12 Best- in- Class ITSM + ITOM Service Availability Change Drill down into impacted business services to track change over time CMDB Service Level Management ServiceWatch Insight Discovery, Service Mapping, and Event Management Event Management integrated with Service 360 and Performance Analytics 12

13 Best- in- Class ITSM + ITOM Service Health See service health issues from a single dashboard, and automatically open incidents for critical issues CMDB ServiceWatch Insight Discovery, Service Mapping, and Event Management Incident Management 13

14 Best- in- Class ITSM + ITOM Incident Assignment View incidents and who is available to work on critical issues, and quickly assign a person to an incident Incident Management Platform feature 14

15 Best- in- Class ITSM + ITOM Real- time Communications Communicate through chat and automated notifications Connect Notifications 15

16 Best- in- Class ITSM + ITOM Service Maps Drill down into service maps to see root causes of outages; Check timeline to determine when a service was running, before a change occurred CMDB ServiceWatch Insight Discovery, Service Mapping, and Event Management Incident Management 16

17 Best- in- Class ITSM + ITOM Automated Remediation Create rollback change requests and other options for fast remediation CMDB ServiceWatch Suite Discovery, Service Mapping, and Event Management, Orchestration Incident, Change Management 17

18 Best- in- Class ITSM + ITOM Mobile- ready Use any mobile device to communicate between end users, IT staff, and IT management to resolve issues quickly; Trace- able governance for audit and ITIL compliance Platform feature 18

19 Best- in- Class ITSM + ITOM Incident Remediation Performance View average remediation times of resolved incidents; Apply MTTR and other KPIs to drive service level agreements Incident Management enabled by Performance Analytics 19

20 How To Get Started Assess Your Maturity Service Desk From Static/Reactive to Service- Awareness Phase I: Visibility Phase II: Availability Phase III: Agility Establish a single system of record for IT Enable service- centric operations management Service Operations Management Improve governance, remediation, self- service Incident, Problem, Change, Config, CMDB Discovery Asset, Inventory Service Mapping Automation Begins Monitoring Root Cause Analysis Service Operations Dashboarding Automation Expands Automated Remediation Service Delivery Cloud Management Self- service Maturity Level 20

21 What Success Looks Like Business Metric Key Performance Indicators (KPIs) Improvements Realized 21

22 What Success Looks Like Business Metric Key Performance Indicators (KPIs) Improvements Realized Operating Expense (OpEx) People required for Manual Processes: RepeatableTasks Service Modeling Impact to OpEx from automated processes >$20M reduction (Maritz) 90% reduction in manual mapping (OSS Provider) 22

23 Enterprise Rent- A- Car ITSM + ServiceWatch Mapping Business Driver & Use Case Business Driver: Use Cases: Challenges with managing the health of applications in a changing environment Service Visibility Customer Challenges Current State ( before ) 1. Have been managing the health of applications by mapping them with tribal knowledge 2. Needed a service- oriented CMDB when engineers received an event from one of their many monitoring tools, there was no business context and it put the health of critical business applications at risk Value Realized Future State ( after ) 1. Can map multiple applications faster and with greater accuracy than any other mapping tool can accomplish in 3-6 months what they were unable to accomplish in years with various tools 2. Able to map dozens of critical business applications that they will leverage in their monitoring and change management 23

24 What Success Looks Like Business Metric Key Performance Indicators (KPIs) Improvements Realized Operating Expense (OpEx) People required for Manual Processes: RepeatableTasks Service Modeling Impact to OpEx from automated processes >$20M reduction (Maritz) 90% reduction in manual mapping (OSS Provider) Quality of Service (QoS) Mean Time to Recovery (MTTR) Service Outages (#) Reduced service outages by 80% (TransAlta) War- room time reduced by 50% (decommissioned early) (Symantec) Tools reduced/consolidated (FICO) 24

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26 TransAlta ITSM + ServiceWatch Mapping Business Driver & Use Case Business Driver: Use Cases: Heavy reliance on tribal knowledge to maintain an inaccurate CMDB Service Visibility Customer Challenges Current State ( before ) 1. Relying on tribal knowledge for key dependencies on infrastructure for key business services 2. IT only notified of a business service outage if someone complained 3. Time to figure out what was happening with service outages, 3-4 hours just to find out Value Realized Future State ( after ) 1. IT able to work on service outages before users log tickets or raise issue, no more surprises 2. Visibility into which business services are affected by any given change, helping to assess associated impact or risk of changes and easily communicate it to stakeholders 3. Fact- based cost/benefit discussions can be had with business partners, IT no longer seen as a tax on the business 26

27 What Success Looks Like Business Metric Key Performance Indicators (KPIs) Improvements Realized Operating Expense (OpEx) People required for Manual Processes: RepeatableTasks Service Modeling Impact to OpEx from automated processes >$20M reduction (Maritz) 90% reduction in manual mapping (OSS Provider) Quality of Service (QoS) Mean Time to Recovery (MTTR) Service Outages (#) Time- to- Market Time required to deliver services Speed as measured by customer satisfaction IT involvement (zero touch) Reduced service outages by 80% (TransAlta) War- room time reduced by 50% (decommissioned early) (Symantec) Tools reduced/consolidated (FICO) Acceleratedservice delivery for cloud resources from 40 days to 4 hours (Maritz) 27

28 Large Telecom Provider Cloud Management Business Driver & Use Case Business Driver: Use Cases: Reduce time to market and costs; Ensure consistency of VM builds; Standardize server offerings Cloud Management Customer Challenges Current State ( before ) 1. Provisioning bottlenecks hindered application teams and the business from scaling due to long provisioning lead times 2. Lack of consistent and streamlined templates for servers 3. Needed to reduce OPEX associated with server provisioning by 75% Value Realized Future State ( after ) 1. OPEX reduced from $7.5M to $1.8M 2. Server delivery time reduced from 36 business days to 1 hour 3. Server offerings simplified for easy consumption by the business 28

29 Recap ServiceNow ITSM + ITOM = complete solution for outsmarting service outages The ServiceNow difference Cloud- first Service- centric Single platform ServiceNow can help with: Cost containment/reduction (operating expenses) Service availability (quality of service) Agility and speed (time- to- market) 29

30 Thank You Thank You 30

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