How I Learned to Love ServiceNow by Giving it Up Heath Newburn
Director Cloud & ITSM
TRIANZ
AGENDA WHO WE ARE
WHY STEADY STATE SUPPORT MAKES SENSE
@heathnewburn © 2017 ServiceNow All Rights Reserved
GETTING VALUE FROM STEADY STATE
MEASUREABLE OUTCOMES
SPEAKER INTRODUCTION NAME
FUNCTION
TITLE
COMPANY
Heath Newburn
Director Cloud / ITSM
Client Acquisition
Trianz
EXPERIENCE
EXPERTISE
ACHIEVEMENTS
CURRENT PROJECTS
25+ years in software / ops, 15+ in ITSM/ITOM
ITSM, ITOM, Software Development, Product Management, Sales
Have worked with more 40 companies on large scale ITSM/ITOM deployments.
Multiple on-going ServiceNow deployments
@heathnewburn © 2017 ServiceNow All Rights Reserved
MY COMPANY NAME
Trianz
COMPANY’S PRIMARY PRODUCTS/SOLUTIONS COMPANY-WIDE INITIATIVES @heathnewburn © 2017 ServiceNow All Rights Reserved
INDUSTRY
IT Services & Software
MARKET FOCUS
Cross-Industry IT Services
ServiceNow, ITSM / ITOM Consulting, Analytics / Big Data, Cloud Consulting & Management,
Business & IT Consulting to help leaders build and execute operational strategies that create business that matter to senior management.
SESSION OBJECTIVES HOW LEVERAGING STEADY STATE SUPPORT MAKE SENSE FOR YOUR TEAM How It Works for your team
WHAT YOU WILL LEARN
What the business outcomes are What Steady State Support is
@heathnewburn © 2017 ServiceNow All Rights Reserved
How to Engage
CHALLENGES AND GOALS ServiceNow continues to grow in importance across your organization
Has the perception of becoming ERP-like
@heathnewburn Š 2017 ServiceNow All Rights Reserved
Constant challenge to provide new value
How do we demonstrate continuous value
SOLUTION STRATEGY We show up with a list of pre-defined improvements based on best practices
ServiceNow Continuous Improvement Program (SCIP) leverages a dedicated Trianz team member as an extension of your team @heathnewburn © 2017 ServiceNow All Rights Reserved
We then develop an interrupt-driven plan to consistently deliver new capabilities
We use a workshop to identify the business needs and how to match up the technical capabilities of the platform for delivery
Workflow creation and improvement Automation New Reports / Dashboards Minor Enhancements
SOLUTION - DETAILS - RELEVANT DATA Focus on business outcomes, not just IT initiatives.
Leverage Steady State as a way to bring value to the broader organization – new context, new automation, new dashboards and reports @heathnewburn © 2017 ServiceNow All Rights Reserved
Ensure constant measurement outcomes are in place – how many times a report is generated, how many times a workflow is executed, etc.
Measure outcomes in $ saved
As ServiceNow grows, so does the spend.
Management and other stakeholders will bring greater scrutiny because of the spend
LESSONS LEARNED
Don’t focus solely on the new outcomes generated from steady state, but also from the new business capabilities you can focus on because you’re not managing the platform Ensure you’re focused on the to-be state. Challenge what you’re looking for, not just what you think can be done. The less you treat it as outsourcing and more you focus on an extension of your business, the better your results.
@heathnewburn © 2017 ServiceNow All Rights Reserved
TOP TAKEAWAYS
You day job is moving the business not managing the ServiceNow Platform Focus on business outcomes, not technical capabilities and ensure you’re consistently seeing new value @heathnewburn Š 2017 ServiceNow All Rights Reserved
Create value for management and other business stakeholders
NEXT STEPS
@heathnewburn Heath Newburn
START CREATING BUSINESS VALUE
NOW!
@heathnewburn © 2017 ServiceNow All Rights Reserved
heath.newburn@trianz.com 512-350-5471