How To Drive A Successful ServiceNow Implementation
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The webinar discusses how to drive a successful ServiceNow implementation. It covers prerequisites for implementation like getting stakeholder buy-in and defining processes and metrics. An effective roadmap is key and should visualize requirements and effort against value. Pitfalls to avoid include over-reliance on out-of-box features and poor process definition. A case study details how ServiceNow helped a Fortune 100 company standardize global processes, increase metrics tracking, and reduce costs.
How To Drive A Successful ServiceNow Implementation
- 1. Webinar: How to drive a successful ServiceNow implementation? Nidhin Jacob Senior Manager, Client Service Delivery Ingram Micro Ravi Rajamani Senior ServiceNow Consultant Aspire Systems
- 2. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. Agenda ITSM – The enablers and constraints ServiceNow – Introduction and key benefits How to ensure an effective ServiceNow Implementation? • The Prerequisites • A realistic, yet effective Roadmap • Avoid the Pitfalls Summary Case study: ServiceNow implementation for a Fortune100 firm Questions and Answers
- 3. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. • ITSM – The enablers and constraints • ServiceNow – Introduction and key benefits • How to ensure an effective ServiceNow Implementation? • The Prerequisites • A realistic, yet effective Roadmap • Avoid the Pitfalls • Summary • Case study: ServiceNow implementation for a Fortune100 firm • Questions and Answers
- 4. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. ITSM – The enablers and constraints ITSM defines the process for IT service operation leading to • Standardized Process across Organization • Global level process commitment • IT operation metrics can be tracked and measured • Improvement in the overall productivity Implementing ITSM processes can hit bottlenecks • Too many processes, too little time to implement • Poor Understanding of the ITSM processes • Low Engagement of IT service desk professionals • Requires continual improvement else processes becomes obsolete
- 5. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. • ITSM – The enablers and constraints • ServiceNow – Introduction and key benefits • How to ensure an effective ServiceNow Implementation? • The Prerequisites • A realistic, yet effective Roadmap • Avoid the Pitfalls • Summary • Case study: ServiceNow implementation for a Fortune100 firm • Questions and Answers
- 6. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. ServiceNow – Introduction and key benefits • ServiceNow is an enterprise cloud company • Platform-as-a-service provider of Enterprise Service Management software • Most flexible and scalable solution • Every thing as a service ITSSM Tools Service Desk HelpDesk Tools •Social IT •Mobility •Analytics •IT Finance Management •Demand Management •Governance •Change Management •Employee Self Service •Service Request Management •SLA management •Knowledge Management •Configuration Management •Incident Management •Problem Management •Lean Asset Management •Reporting MaturityLevel
- 7. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. • ITSM – The enablers and constraints • ServiceNow – Introduction and key benefits • How to ensure an effective ServiceNow Implementation? • The Prerequisites • A realistic, yet effective Roadmap • Avoid the Pitfalls • Summary • Case study: ServiceNow implementation for a Fortune100 firm • Questions and Answers
- 8. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. Prerequisites for ServiceNow implementation Get stakeholders on-board A Roadmap Well defined process Know your Metric/KPIs Prerequisites
- 9. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. • ITSM – The enablers and constraints • ServiceNow – Introduction and key benefits • How to ensure an effective ServiceNow Implementation? • The Prerequisites • A realistic, yet effective Roadmap • Avoid the Pitfalls • Summary • Case study: ServiceNow implementation for a Fortune100 firm • Questions and Answers
- 10. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. A realistic, yet effective roadmap An effective roadmap lets you do the following with the planned implementation • Visualise • Track • Foresee How to keep it realistic ? • Understand the limitations of the current system • Map your requirements, effort needed against the value it delivers • Spread and go deep • Create many milestones not just one final target • Bend not Break it • Everything should be made as simple as possible, but no simpler • Set the right expectation
- 11. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. • ITSM – The enablers and constraints • ServiceNow – Introduction and key benefits • How to ensure an effective ServiceNow Implementation? • The Prerequisites • A realistic, yet effective Roadmap • Avoid the Pitfalls • Summary • Case study: ServiceNow implementation for a Fortune100 firm • Questions and Answers
- 12. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. Avoid the pitfalls • Over reliance on out-of-box features • Poor process definition • Lack of ServiceNow capability awareness Pitfalls
- 13. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. • ITSM – The enablers and constraints • ServiceNow – Introduction and key benefits • How to ensure an effective ServiceNow Implementation? • The Prerequisites • A realistic, yet effective Roadmap • Avoid the Pitfalls • Summary • Case study: ServiceNow implementation for a Fortune100 firm • Questions and Answers
- 14. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. Summary Successful ServiceNow Implementation Organization wide vision Roadmap Quick Wins Business Focused Process People, Awareness and Acceptance Continual Improvement Process
- 15. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. • ITSM – The enablers and constraints • ServiceNow – Introduction and key benefits • How to ensure an effective ServiceNow Implementation? • The Prerequisites • A realistic, yet effective Roadmap • Avoid the Pitfalls • Summary • Case study: ServiceNow implementation for a Fortune100 firm • Questions and Answers
- 16. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. Case study: ServiceNow implementation for Fortune100 firm • World's largest wholesale technology products distributor • Revenue in excess of $40 Billion • Presence in over 170 countries, over 21,000 employees and 200,000 customers • Largely Manual and was treated as any other manual taskIncident Management • Task Creation, monitoring and approval was done manuallyChange management • Processes to be implemented a global scaleScalability Issues • No Metrics/ KPIs could me measured and trackedTracking Issues • Poor engagement and adherence to the processesUsability Issues Challenges Customer
- 17. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. Case study: ServiceNow implementation for Fortune100 firm 30% cost reduction Instantaneous Response Time Increased Customer Satisfaction Higher adoption rate Improved Turnaround time • Aspire partnered with the client to transform their IT Service delivery • Implementation of ServiceNow across the organization • Integration of ServiceNow with the existing BMC BPPM and other legacy systems • Service Catalogue Implementation • Key performance metrics defined and tracked • Information dashboards Impact Solution
- 18. US | UK | BENELUX | ME | IND©1996-2015 Aspire Systems, Inc. • ITSM – The enablers and constraints • ServiceNow – Introduction and key benefits • How to ensure an effective ServiceNow Implementation? • The Prerequisites • A realistic, yet effective Roadmap • Avoid the Pitfalls • Summary • Case study: ServiceNow implementation for a Fortune100 firm • Questions and Answers
- 19. Thank You!