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.

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!