Reimagine the Service Desk to Introduce New Levels of Productivity

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Re-Imagining the Service Desk: Introducing New Levels of Productivity

Adam Moskof

Senior Solutions ConsultantServiceNow

© 2017 ServiceNow All Rights Reserved 2Confidential

What We Will Cover Today

• Tapping into the Power of Big Data and Analytics

• Changing the Way Service Delivery is Done

• Q & A

• IT Service Delivery Trends and Challenges

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HR

SECURITYCUSTOMER

BUSINESSAPPS

SERVICEIT

The Lightspeed Enterprise™

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Create Your Lightspeed Enterprise™ With ServiceNow

Platform

Cloud Infrastructure

BUSINESS APPSIT SECURITY HRCUSTOMER SERVICEHR

SECURITY

BUSINESSAPPS

CUSTOMERSERVICE

IT

The Lightspeed Enterprise™

© 2017 ServiceNow All Rights Reserved


Platform

Cloud Infrastructure

BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE

Predictive Analytics

SingleDatabase

KnowledgeBase

DeveloperTools

Workflow ContextualCollaboration

ServiceCatalog

Subscription & Notification

ServicePortal

Multi-instance Secure & Compliant Scalable

Create Your Lightspeed Enterprise™ With ServiceNow


Cloud Shift and Implications for IT

Avoidance CreatesRisks for IT Departments

Embracing Creates NewLeadership Opportunities

89%

IT lacked the skills to shift to cloud-first

88%

Cloud could replace IT department

72%

Shift increases IT’s relevance

68%

IT will become essential in the future

LOBs and DevOps wantIT to be a strategic partner

Source: ServiceNow, “Cloud ComputingTipping Point Survey”


ITSM on Complex Legacy Tools

Change

SoftwareAssets

Knowledge

Mobile

Catalog

Incident

Reporting

Reporting

Assets

CMDB

Discovery

Change

Problem

Reporting

Knowledge

Incident

COSTS PRODUCTIVITY


ITIL Best Practices on the ServiceNow Enterprise Cloud

ENTERPRISE CLOUD

User Experience450%AVERAGE ROI

46.6%PRODUCTIVITY

GAIN

Source: IDC, “Delivering Enterprise Value with Service Management”

Incident, Problem, Change Management

Configuration, AssetManagement

Knowledge, Dashboards & Benchmarks

Single System-of-Record


Moving Towards Zero Level Support


Run a Kanban-style Service Desk with Visual Task Boards

Faster Work

Assignment

Improved

Visibility




Real Value Outcomes

46,000HOURS SAVEDPER MONTH

40%REDUCTION INCALL VOLUME

7.7MONTHS

TIME TO PAYBACK

Logos are trademarks or registered trademarks of their respective owners and not ServiceNow


Everyone Can Benefit

VP of IT / CIOLower Cost and Faster Time to Market

Director, IT OpsAgility, Flexibility, Innovation

System/Service Desk Admins

Productivity and Ease of Use

Functional IT Managers

Innovate vs. Maintain

End UsersCustomer engagement and delight

Dir/Mgr, IT Service DeliveryIT Service Desk

High Quality, Reliable IT Service

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Q & AThank you for joining us.

Engage in the conversation and visit the ServiceNow community:http://community.servicenow.com

Adam MoskofSenior Solutions ConsultantServiceNow

http://community.servicenow.com/

Reimagine the Service Desk to Introduce New Levels of Productivity

Technology