Reach your business goals with Oracle Retail Merchandising System

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
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

• 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
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

• 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
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

Social IT Mobility Analytics IT Finance
Management Demand Management Governance
ITSSM Tools
Maturity Level
Change Management Employee Self
Service Service Request Management SLA
management Knowledge Management Configuration
Management
Service Desk
Incident Management Problem Management Lean
Asset Management Reporting
HelpDesk Tools
7

• 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
Prerequisites for ServiceNow implementation
Get stakeholders on-board
A Roadmap
Prerequisites
Well defined process
Know your Metric/KPIs
9

• 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
A realistic, yet effective roadmap

• 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

• An effective roadmap lets you do the following
  with the planned implementation
• Visualise
• Track
• Foresee

11

• 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
Avoid the pitfalls

• Over reliance on out-of-box features
• Poor process definition
• Lack of ServiceNow capability awareness

Pitfalls
13

• 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
Summary
Organization wide vision
Continual Improvement Process
Roadmap
Successful Service Now Implementation
People, Awareness and Acceptance
Quick Wins
Business Focused Process
15

• 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
Case study ServiceNow implementation for
Fortune100 firm

• Customer
• 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
• Challenges

IncidentManagement

• Largely Manual and was treated as any other
  manual task

Changemanagement

• Task Creation, monitoring and approval was done
  manually

Scalability Issues

• Processes to be implemented a global scale

Tracking Issues

• No Metrics/ KPIs could me measured and tracked

Usability Issues

• Poor engagement and adherence to the processes

17
Case study ServiceNow implementation for
Fortune100 firm
Solution

• 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

• 30 cost reduction

• Instantaneous Response Time

Impact

• Increased Customer Satisfaction

• Higher adoption rate

• Improved Turnaround time

18

• 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
• To know More http//aspiresys.com/

19
Thank You!