Modernise IT Operations and Service Management. Simon White Solution Architect, IT Operations Management Practice, Australia/New Zealand

Transcription

1 Modernise IT Operations and Service Management Simon White Solution Architect, IT Operations Management Practice, Australia/New Zealand

2 Speaker Introduction NAME: Simon White TITLE: Solution Architect, IT Operations Management Practice FUNCTION: Transforming customer s ITSM and ITOps Processes COMPANY: ServiceNow Australia/New Zealand EXPERIENCE: 31 years in Enterprise IT Operations architecting, deploying, supporting & training client solutions EXPERTISE: Event management, CMDB, Discovery, Service Mapping, Mainframe, Middleware, Enterprise Integration CURRENT PROJECTS: ITSM & ITOPS process transformation for Government, Banking, Education, Health & Retail clients

3 IT on the ServiceNow Nonstop Cloud User Experience $4.1M INFRASTRUCTURE COST SAVED 195% AVERAGE ROI Incident, Problem, Change Management Discovery, Service Mapping, Event Management, Orchestration Knowledge, Dashboards & Benchmarks System of Action NONSTOP CLOUD Source: Forrester, The Total Economic Impact Of ServiceNow A commissioned study conducted by Forrester Consulting on behalf of ServiceNow April 2017

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5 Today s IT Service Delivery Challenges COST OF SERVICES END USER EXPERIENCE SERVICE AVAILABILITY HYPER GROWTH OF DEVICES & DATA

6 The Internet of Things Visibility for Asset, Change, Incident and Problem Service Dependency Modelling Event and Impact Management Catalog/Request

7 Bringing Business Service context to ITSM and ITOM processes Standard Discovery Business Service Context

8 Service Mapping: Shining a business lens over IT Infrastructure Standard Discovery Submit Cart

9 Service Mapping: Shining a business lens over IT Infrastructure Standard Discovery Submit Cart Service Map

10 Minimise Change Risk and Expedite Process Change Service Aware Changes Efficient CAB Agenda REDUCTION 25% HIGH PRIORITY AND CRITICAL INCIDENTS

11 Does this process look familiar? Incident Impacted Users!!!!!! Incident Incident Triage!!!! Technician Manual Recovery Closure Notification

12 ITSM + ITOps - Streamlined Processing Identify Service issues and generate Incident Automated Routing Impact Analysis Escalation Resolve & Notify Mobile Notification Cross Functional Collaboration MONITOR AUTOMATION COLLABORATION SINGLE SYSTEM ANALYTICS OF RECORD Mobility

13 Proactively Identify Business Service Issues Event REDUCE INBOUND EVENTS UPWARDS 99% IMPROVE PRIORITISATION Instantly see critical issues Size and colour reflect business service status

14 Pinpoint Disruptions Quickly and Easily Problem Diagnose and Remediate Change and History Timeline $1M/YR SAVINGS 25% FEWER P1 OUTAGES Root Cause Determination

15 In-Platform Delivery of Real-time Insights Analytics 111% ROI MOVING FROM TRADITIONAL TO IN-PLATFORM ANALYTICS Real-time Insight into Trends Focus on Improvement Opportunities

16 Service Level Commitment Management Easily Identify Actual or Potential Breaches PRIORITY ONE INCIDENTS 50% REDUCTION IN TIME TO RESOLUTION Keep your consumers informed

17 The ServiceNow Intelligent Automation Engine Bringing machine learning to your everyday work Intelligent Automation Engine Predictive Modeling Peer Benchmarks Anomaly Detection Performance Forecasting

18 AI for Anomaly Detection: Predicting Service Disruption Service performance starts to degrade ML detects the Anomalous behavior Proactive Notification Occurs ML watches and learns normality Normality Returns and ML adjusts

19 The ServiceNow Service Fabric On- Premises Online Services Web Services Outage Private Cloud Public Cloud Servers Storage Online Shopping Cart Security Desktops Telecoms Web Clickstreams Packaged Applications GPS Location RFID Call Detail Records Custom Applications Messaging Databases Service Fabric Incident Automation Networks Smartphones and Devices Service Impact

20 Your Modernisation Journey with ServiceNow Establish Centralised CMDB Proactively Identify Service Issues Automated Remediation Discover Infrastructure & Map Business Services Informed Incident Response Single View Across IT Services and Operations

21 EVERY MONTH OVER 30 COMPANIES SWITCH FROM A LEGACY VENDOR TO SERVICENOW

22 92% REDUCTION IN EVENTS

23 Top Takeaways and Next Steps Modernize and Consolidate Your IT Services with a Single Cloud Solution Transition from Reactive to Proactive Service Delivery Elevate IT from a Perceived Cost Center to a Technology Leader

24 Top Takeaways and Next Steps Exploratory Workshop Tailored Demo Business Value Workshop Join the Community