Defining the service-oriented enterprise - June 2014 - Dan Turchin
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The document outlines the concept of a service-oriented enterprise, emphasizing the need for IT departments to transform through innovation and automation to remain relevant. It discusses creating a service-oriented culture by managing service delivery processes and resource demands while empowering users with intuitive interfaces. Additionally, it highlights the importance of adapting to changing workplace trends and fostering collaboration within organizations.
Defining the service-oriented enterprise - June 2014 - Dan Turchin
- 1. © 2014 ServiceNow All Rights Reserved 1Confidential Defining the service-oriented enterprise Prepared for Milwaukee customer event June 3, 2014 5:45 PM Dan Turchin | ServiceNow Sr. Director Product Strategy
- 2. © 2014 ServiceNow All Rights Reserved 2Confidential Defining the service-oriented enterprise 1. What it means and why it will change the way we work 2. How innovative IT departments are leading by example 3. How to transform Service Management through innovation and automation
- 3. © 2014 ServiceNow All Rights Reserved 3Confidential But first…
- 4. © 2014 ServiceNow All Rights Reserved 4Confidential IT must reinvent itself to remain relevant ITBM ITSM ITOM Incidents Problems ChangesDashboards BOM Services CMDB Events Alerts
- 5. © 2014 ServiceNow All Rights Reserved 5Confidential ...and think of itself as an enterprise service provider ERM ITSM HRSA FSALOBSA ... ALMUEM
- 6. © 2014 ServiceNow All Rights Reserved 6Confidential Requester SERVICE CATALOG SEARCH KNOWLEDGE COLLABORATE SERVICE CATALOG SEARCH KNOWLEDGE COLLABORATE Provider Executive SERVICE RECORD > HELP > ORDER > CHANGE > INFO SERVICE-ORIENTED WORKFLOW REPORTING & ANALYTICS All service relationships have a lot in common
- 7. © 2014 ServiceNow All Rights Reserved 7Confidential ...and most ServiceNow customers know it 97% 90% 88% 84% 67% 49% 33% 19% 18% 14% 11% 8% 8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% +>9,000 custom apps • DNS provisioning • Public relations references • Office supply procurement • R&D policy compliance • Factory inspection audits • Drilling rig engineering • Applicant tracking • Customer service awards • Employee DVD sharing • Mobile retail inventory • Document translation • Expense management ...
- 8. © 2014 ServiceNow All Rights Reserved 8Confidential Create a service-oriented culture... Analyze your app portfolio. Document your service delivery process. Recruit a design partner.
- 9. © 2014 ServiceNow All Rights Reserved 9Confidential ...then be prepared to manage demand What resources are required from the LOB? Who prioritizes requests for new apps? Who pays? Is there a chargeback model? Who supports the apps? How do you measure success? Ask these five questions first
- 10. © 2014 ServiceNow All Rights Reserved 10Confidential Define, manage, and own the service lifecycle Empower users with intuitive interfaces Make it easy to access familiar services Visually monitor service health
- 11. © 2014 ServiceNow All Rights Reserved 11Confidential Inspire us! 1. What’s one way you could shift from being a tactical provider of technology to being a strategic service provider? 2. How has your organization embraced trends re-shaping IT like BYOD, consumerization of enterprise technology, and the shift toward a millennial- dominated workforce? 3. Describe one innovative solution to a business problem your team has introduced?
- 12. © 2014 ServiceNow All Rights Reserved 12Confidential “Everything you can imagine is real.” -Pablo Picasso Dan Turchin ServiceNow | Sr. Director Product Strategy e: dan.turchin@servicenow.com p: (408)899-3954 m: (650)533-0918