David Pickering –Director Solution Consulting APJ

22 Pages·2014·3.9 MB·English

David Pickering – Director Solution Consulting APJ
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ServiceNow
The Enterprise IT Cloud Company
• NYSE: NOW
• 1900+ employees
• FY13 Revenue ~$500M
• 2000+ enterprise customers
• Worldwide HQ in San Diego, CA
with major sites in Silicon Valley,
Seattle, Amsterdam, Australia, Singapore,
Hong Kong and Japan
• Global datacenter operations in
North America, Europe and Asia-Pacific
2007 2008 2009 2010 2011 2012
ServiceNow Annual Revenue
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The new world requires a new approach
“
it is not possible to SOLVE
today’s challenges
YYEESSTTEERRDDAAYY’’SS
wwiitthh
””
TTEECCHHNNOOLLOOGGYY
-Fred Luddy
Chief Product Officer, ServiceNow
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IT Help Desk
Replace and consolidate legacy help desk systems
# of IT Users
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IT Service Management
Globalize and standardize IT service relationships
Change
Problem Knowledge
Incident CMDB
Request Discovery
# of IT Users
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IT Service Management
Service Relationship
Management
ERP/IT
IITT SSeerrvviiccee
Management
Help
Desk
Help Desk IT OperationsInformation Technology Inside and Outside the Enterprise
Confidential
IT: The ‘New Manufacturing’
MARKETING SALES SERVICES CUSTOMER
SUPPORT
INFORMATION TECHNOLOGY
HUMAN FINANCE LEGAL FACILITIES
RESOURCES
Confidential
Managing Service Relationships - IT
Request: Service
HR
New hire workflow
engaged to provision
laptop, phone, access
Finance HR
Sales
Request: Help
ReqFiunaenscte: Service Incident auto-creaStaeleds:
Online CRM system
Need recommendation
performance degraded
Procurement for vendor management
Procauprepmliecnattion
IIITTT Marketing Marketing
Operations
Request: Service
Operations
Auto-provision 25 VMs
for new education lab
Facilities Services
Facilities Legal Services
Request: Info
Legal
How do I access email
on new mobile phone?
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Managing Service Relationships - HR
HR
Request: Help
Finance
Sales
Need hiring forecast by
geography
Procurement
RReeqquueesstt:: SSeerrvviiccee
HITR Marketing
Request: Info
Process new contractor
resource request
Operations Need information about
latest benefits package
Facilities Services
Legal
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Executives
Management
BUSINESS
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KNOWLEDGE
>HELP
>ORDER
CCOOLLLLAABBOORRAATTEE >CHANGE
>INFO
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STATUS
Confidential