ServiceNow Overview Nobel

Nobel Vendor Overview: ServiceNow
c o n s u l t i n g
g r o u p
ServiceNow Overview
ServiceNow offers evolutionary IT management software as a service (SaaS) through a forms-based
workflow system for IT service automation, resource management and shared services. Modern
technology, commitment to partnership and a highly experienced and passionate team translates
into superior ServiceNow customer success and elite company growth.
ServiceNow Corporate Information

ServiceNow is a global software development
company founded in 2003 by Fred Luddy, former
chief technology officer of Peregrine Systems and
Remedy Corporation. The company is
headquartered in San Diego, CA with offices
throughout the US, EMEA, Asia, Australia and
customers in more than 48 countries.
ServiceNow is dedicated to the development,
implementation and support of IT management
applications offered via the Internet in software as
a service (SaaS) model. ServiceNow licensing is
subscription based and includes access to all
applications, the hosting infrastructure and
maintenance, support, training and three
automated upgrades per year.
ServiceNow, the product, reached general
availability (GA) and was first offered commercially
in July 2005. At the date of this writing,
ServiceNow are currently in excess of 515
employees proudly supporting more than 850
customers globally. Our customers represent the
largest enterprises in the world spanning more
than 48 countries.
Although ServiceNow is a relatively young

company, they are an organisation of
unprecedented experience. Fred Luddy, the
founder of ServiceNow, has more than 20 years of
dedicated service to the IT service management
market place. Most of their employees have similar
backgrounds, many with ten or more years
experience from companies including Peregrine
Systems, BMC, Mercury Interactive, HewlettPackard, Altiris, Symantec, Axios, Quest Software,
CA and FrontRange.
ServiceNow represents one of the fastest growing
software companies in the world with more than
triple digit revenue growth year-over-year. In
FY2010, the company again demonstrated growth
of more than 100% remains cash flow positive and
profitable and continues to hold substantial cash
reserves.
www.service-now.com
ServiceNow supports more than 600 global

customers including more than 50 Fortune 1000
and more than 50 Global 2000 companies. Their
customers span virtually every industry and vertical
from finance and energy to federal and managed
service providers. With very few exceptions, every
one of their customers is a complete enterprise
wide deployment of the solution and a complete
displacement of HP/ Peregrine, BMC / Remedy,
CA Unicenter, IBM MRO, FrontRange, Numara
and other competing technologies.
Nobel Consulting Group 2012
www.nobelcg.com.au
ServiceNow Overview
ServiceNows Customers
ServiceNow has been sold in Australia since 2007, and a high calibre clientele have been attracted to
ServiceNow as the leading vendor in SaaS based IT Service Management solutions.
ServiceNow supports more than 750 global customers including well known Australian brands with more
than 50 Fortune 1000 and more than 50 Global 2000 companies. Their customers span virtually every
industry and vertical from finance and energy to federal and managed service providers.
With very few exceptions, every one of ServiceNows customers is a complete enterprise wide deployment of
ServiceNows platform and a complete displacement of HP-Peregrine, BMC-Remedy, CA-Unicenter,
FrontRange, Numara and other competing technologies. The following is a sample of ServiceNows
customer base at June 2011.
(image source: ServiceNow Corporate and Solution Overview, June 21, 2011)
www.nobelcg.com.au
ServiceNow Overview
ServiceNow & Improving IT Service Management

ServiceNow is dedicated to improving the industry's opinion of the value software delivers. ServiceNow
develops, implements and supports a suite of on-demand IT service management applications offered via
the Internet as software as a service (SaaS). These applications are licensed on a simple and economical
subscription basis.
ServiceNow is redefining the IT management market, providing a new opportunity for organisations to fix
their age-old problems, but also providing the platform to tackle service management challenges that have
been perceived until recently as too complex to realistically address with software.
ServiceNow believe that an organisation regardless of size or complexity requires a "single system of record"
for all processes being used to acquire, deploy, manage, assess and retire business services and the
underlying infrastructure upon which an organisation depends. Effective IT service management is all about
implementing process with as much automation as possible, remaining flexible to your business
requirements and responding to reporting and workflow needs.
ServiceNow applications cover all ITIL processes and are natively integrated on a single platform providing
Web 2.0 intuitiveness and unprecedented process automation.
www.nobelcg.com.au
ServiceNow Overview
ServiceNow Differentiators
ServiceNow is markedly different from its competitors.
Automatic upgrades
Quickest time to value
Easily configurable applications offered as

SaaS
Pure Internet platform
Simple and consistent Web

2.0 usability
Drag-and-drop graphical workflow
Redundant and resilient data

centers in Australia with
application data encryption
Google-like global search of IT
Delegated administration
Native mobile interface
Custom self-service portal

modeled after your corporate
Website
Built-in native reporting
Simplified, flexible
subscription to all
applications
Last Gartner IT Service Desk

Magic Quadrant leader in
Vision
Unprecedented growth, financial stability,

customer satisfaction
www.nobelcg.com.au
ServiceNow Overview
ServiceNow Functionality
ServiceNow comprises the following applications:
Application
Business Function
Incident Management
Records all reported incidents
Categorises all incidents
Automatically assigns
incidents based on pre-defined
business rules
Problem Management
Change Management
Business Value
Ensures all incidents are resolved as

quickly as possible through assignment
to most appropriate resolution group or
individual
Links multiple incidents to a

single known cause or error
Ensures the root cause of known errors

is corrected to permanently resolve the
problem affecting multiple devices or
employees
Documents proposed
infrastructure changes
Decreases unplanned outages
Routes for approval
Enhanced change planning through

better understanding of affected
business units / employees
Documents and plans for back

out plans
Mitigates risk associated with complex

changes
Enables financial and

operational analysis for
optimal change conditions
Establishes back up plans in case of

unforeseen problems
Links changes to the affected

Configuration Item
Quicker incident resolution time

through a better understanding of
historical changes
Release Management
Manages the Application

Development Lifecycle
Proactively manages the development

of all new releases and features of
internally developed software
Service Level
Management
Establishes and monitors

status of Service Contracts
and Service Level Agreements
between the IT organisation
and supported business units
or third party service providers
Prioritizes resources to incidents based

on strategic business value
Ensures maximum level of customer

service
www.nobelcg.com.au
ServiceNow Overview
Application
Business Function
Business Value
Configuration
Management
Tracks and manages all

Configuration Items deployed
or held in reserve
Decreases resolution time through

Service Desk personnel visibility of the
affected asset
Tracks and manages current

as well as historical
configuration of all IT assets
Decreases outages through

understanding of inter-asset
dependencies and connectivity
Tracks and manages the

upstream and downstream
connectivity between all
assets deployed
Enables the supported

employee to submit and check
on the status of incidents online
Significantly decreases the number of

calls to the service desk
Increases employee satisfaction
Increases Level 1 incident resolution

rates
Decreases calls to the service desk

through employee self-resolution
(CMDB)
Employee Self Service
Enables employees to search

service catalogues and submit
requests for standardised
goods and services
Captures and reuses

resolutions to known or
common errors
Enables supported employees

to search databases for known
error problem resolutions
Asset Portfolio
Management
Tracks and manages the

financial data associated with
all infrastructure assets
owned, leased, rented or
borrowed
Measures costs associated with all

assets for historical analysis and
improved decision making
Asset Contract
Management
Tracks and manages all of the

contracts warranties, leases
and software licenses
associated with an
organisation or Configuration
Item
Maximises use of all associated

warranties and service contracts
Maximises utilisation of all

infrastructure assets
Mitigates exposure to financial

penalties associated with lease
contract or software license violations
Knowledge
Management
www.nobelcg.com.au
ServiceNow Overview
Application
Business Function
Service Catalogue and

Service Request
Management
Service Portfolio
Management
Field Service
Management
IT Cost Management
Business Value
Establishes standardised
catalogues of goods and
services provided by the IT
organisation to the supported
business units and employees
Reduces support costs associated with

non-standard configuration items
Reduces request approval time through

an automated process
Enables on-line browsing and

request of goods and services
Controls costs through enforcing

purchase with approved vendors
Service portfolio management

helps to simplify IT service
definition, automate service
availability measurement and
expose IT value to the
business.
A service portfolio is essentially a menu

that describes IT service offerings
provided to the business including
scope, price and availability.
Service portfolio management is the act

of documenting available IT services,
defining who is entitled to receive
specific services, and tracking fulfilment
of commitments including availability.
Field Service Management

orchestrates resources and
inventory logistics to ensure
field-based service delivery
commitments are met with
high accuracy and at the least
possible cost
Includes understanding inventory

availability, resource availability and
service locations.
When one of these components of field

service management is unavailable or
inaccurately calculated, service work
time is greatly impacted
IT cost management helps to

establish the cost of IT service
delivery and convey the value
IT provides in financial terms.
Assigns costs to work time, tasks, and

CIs to calculate the total cost of each
offered service.
Compares actual, planned and

projected costs to budgets.
Costs can be dissected and allocated

to business units, cost centres and any
organisational entity managed within
ServiceNow.
www.nobelcg.com.au
ServiceNow Overview
Application
Business Function
Project and Portfolio

Management
Software Lifecycle
Management
Runbook Automation
Project and portfolio

management helps to optimise
resources and meet project
objectives by managing
resource utilisation, status and
costs across the project
portfolio and all IT service
management disciplines.
Business Value
Includes project management, resource

management and project portfolio
management.
Project management is used to plan,

manage and coordinate resources to
achieve project objectives.
Project portfolio management provides

a macro view of all planned, in-flight
and completed projects and tracks
resource utilisation.
The software development

lifecycle (SDLC) is a critical
part of the ITIL release
management process. It helps
ensure that released
applications are high quality
and meet customer needs by
managing the complete
software development process
including enhancement
request and defect
prioritisation, definition of
release content and tasks,
testing and release to
production.
Gather all your enhancement requests,

defects and problems in one place
SDLC includes planning board

functionality to facilitate release
planning
Use project-based time management or

not, its entirely up to you
ServiceNow Runbook
Automation orchestrates
business and IT processes
normally done manually.
Create complex workflows with point

and click design
Orchestrate your processes for best

practice, every time they execute
VMWare Process Pack included to

automate VMWare processes out of
the box
PowerShell Process Pack included to

automate Windows processes
These processes can be as

simple as a password reset or
complex, multi-system tasks
like provisioning and
configuring a virtual machine
and they can be fully
automated for extremely fast,
predictable results.
ServiceNow Run Book Automation, Discovery and Application Dependency Mapping are separately licensed applications.
ServiceNow Discovery is licensed by subscription for the number of servers within the infrastructure.
www.nobelcg.com.au
ServiceNow Overview
Application
Business Function
Shared Services
Applications
Business Value
Respond to business
automation requests faster
with prebuilt HR, facilities and
sales force automation
applications
Automate business processes outside

of IT.
Demonstrates the power of the

ServiceNow platform
Easily build new applications

to automate processes outside
of IT while presenting a single
business service catalogue to
simplify request fulfilment.
Shared service application buyers are

not the business units themselves IT
is the buyer.
IT Governance, Risk
and Compliance
Provides an interface to
manage IT compliance
including risks, controls, audits
and remediation processes
Automatically pulls compliance

information and audit evidence from
other ServiceNow processes to roll up
to governance interface
Social IT
Facilitates communication
within IT, between IT and the
business, and within the
business all captured and
converted into knowledge
Chat provides another way for business

users to contact the service desk, and
a way to make the service desk more
efficient
LIVE creates a company feed that is

used to share information around the
business, and provide level -1 support
Data Certification
This application lets you

automate the certification of
data on an on-going basis to
satisfy compliance
requirements
This is typically a replacement of a

manual process ensuring data is
being captured/recorded correctly
Managed Documents
Facilitates check-in/check-out
nod documents. Provided
revision and approval history
and automated reviewer and
approval notification
Adds a layer of document

control/management around knowledge
management or any document
within ServiceNow
www.nobelcg.com.au
ServiceNow Overview
Application
2
Discovery and
Application
Dependency Mapping
Reporting and OLAP

Analytics
Business Function
Discover all networked CIs

and automatically define
relationships
Used to verify completion of

change activities
Full infrastructure discovery

(Layer 2 7) as well as a
business service mapping
capability, designed to feed
and maintain the CMDB.
Enables a current as well as

historical view of the IT
infrastructure, its configuration,
availability and associated
costs
Business Value
Native integration with CMDB to help

ease the process of defining services
Foundation for financial and contract IT

asset management
Enables strategic operational and

financial planning based on real-time
and historical data
ServiceNow Run Book Automation, Discovery and Application Dependency Mapping are separately licensed applications.
ServiceNow Discovery is licensed by subscription for the number of servers within the infrastructure.
www.nobelcg.com.au
ServiceNow Overview

Automatic, Non-Disruptive
Upgrades
ServiceNow Architecture
The ServiceNow platform as a service is 100%
designed and developed by internal development
staff, under the direction of CPO, Fred Luddy and
VP of Development, David Osman. It is a Java
based platform using a Tomcat Web server and
running on Linux. Generally speaking, most
customers run on a MySQL database although
some customers are running on Oracle, Microsoft
SQL Server and Sybase.
Customers of ServiceNow benefit from continuous

innovation as three releases per year deliver
significant new functionality and applications that
are included in the subscription license fee.
Importantly due to patent-pending technology
developed by ServiceNow, these automated
upgrades do not affect any configuration /
customisations performed by a customer on their
instance(s) dramatically reducing the Total Cost of
Ownership (by reducing the internal and external
cost of upgrades).
ServiceNow is a single-tenant architecture,
meaning that every customer gets their own
application and database set. All customer data
runs in separate databases and therefore is both
physically and logically separated. At the instance
level, ServiceNow can support a multi-tenant
deployment. Customers utilising ServiceNow as a
managed service platform or to support multiple
business units can segregate customer data,
business rules and user interface presentation.
This capability is enabled during the
implementation based on customer requirements.
Further details on ServiceNow functionality and
architecture can be found at http://wiki.servicenow.com
Dedicated Database and

Application Set
Elevated customer security
Customer data is not mixed with other

customers.
Faster application response times
Greater scalability
Extensive application customisation

preserved through upgrade
www.nobelcg.com.au
ServiceNow Overview
ServiceNow Integrations
ServiceNow is designed to be integrated to virtually any third party application
or data source. A variety of techniques are used to achieve third party
integration, most notably Web Services, JDBC, JMS and email. This is an
industry standard technology that also uses names such as SOAP and WSDL.
All of our tables are exposed as a web-services document.
ServiceNow offers more than fifty released and supporting integrations. For
additional information on our external integration capabilities and techniques,
please see their Wiki at:
http://wiki.service-now.com/index.php?title=Integration_portal
Single Sign-On
CMDB
Monitoring
Service
Users
Active Directory / LDAP
PGP / Digest Tokens
CA SiteMinder
SAML 1.1
Novell eDirector
Tivoli Access Manager
Microsoft SMS
IBM Tivoli CCMDB
Altiris
AssetCenter
Avocent LANdesk
Centennial
IBM Tivoli TEC
Dell Silverback
HP OpenView Operations
Nimsoft Nimbus
IBM/Micromuse Netcool
LPI Level Platforms
Right Answers
Salesforce.com
HP OpenView Service Desk
Oracle Financials
BMC Remedy
Manhattan Software Center Stone
Active Directory / LDAP
Oracle PeopleSoft
CA Identity Manager
Notifications
xMatters On Premise
xMatters Cloud
And More
Avaya CTI
Microsoft Biztalk
TIBCO Enterprise Service Bus
WebMethods
Java Messaging Bus
HDI Survey
www.nobelcg.com.au
ServiceNow Overview
About Nobel
c o n s u l t i n g
g r o u p
Nobel Consulting Group are experts in Service Management and have designed and implemented some of
Australias largest Service Management projects for the Australian Government, multinational corporations
and Australian private and public organisations.
Nobel is a ServiceNow Business Partner that provides license sales, implementation and solution design
as well as solution support.
For more information contact:
info@nobelcg.com.au
Office Location
Sales Contact
Contact details
Sydney
Chris Wignall
Mobile: 0419 595 145

Office Phone: 1300 795 657
Level 26, 44 Market

Street, SYDNEY, NSW, 2000
Melbourne
Level 8, 350 Collins Street
Melbourne, VIC, 3000
Chris Wignall
Perth
Level 28, AMP Tower
140 St Georges Terrace
Perth, WA, 6000
Chris Wignall
chris.wignall@nobelcg.com.au
Mobile: 0419 595 145
Office Phone: 1300 795 657
Mobile: 0419 595 145
Office Phone: (08) 9278 2602
www.nobelcg.com.au
ServiceNow Overview

ServiceNow Overview Nobel

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

ServiceNow Overview Nobel

Uploaded by

Copyright:

Available Formats

Nobel Vendor Overview: ServiceNow

ServiceNow Corporate Information

Although ServiceNow is a relatively young

ServiceNow supports more than 600 global

Nobel Consulting Group 2012

Nobel Vendor Overview: ServiceNow

Nobel Consulting Group 2012

Nobel Vendor Overview: ServiceNow

ServiceNow & Improving IT Service Management

Nobel Consulting Group 2012

Nobel Vendor Overview: ServiceNow

Quickest time to value

Easily configurable applications offered as

Pure Internet platform

Simple and consistent Web

Drag-and-drop graphical workflow

Redundant and resilient data

Google-like global search of IT

Native mobile interface

Custom self-service portal

Built-in native reporting

Last Gartner IT Service Desk

Unprecedented growth, financial stability,

Nobel Consulting Group 2012

Nobel Vendor Overview: ServiceNow

Records all reported incidents

Categorises all incidents

Ensures all incidents are resolved as

Links multiple incidents to a

Ensures the root cause of known errors

Decreases unplanned outages

Routes for approval

Enhanced change planning through

Documents and plans for back

Mitigates risk associated with complex

Enables financial and

Establishes back up plans in case of

Links changes to the affected

Quicker incident resolution time

Manages the Application

Proactively manages the development

Establishes and monitors

Prioritizes resources to incidents based

Ensures maximum level of customer

Nobel Consulting Group 2012

Nobel Vendor Overview: ServiceNow

Tracks and manages all

Decreases resolution time through

Tracks and manages current

Decreases outages through

Tracks and manages the

Enables the supported

Significantly decreases the number of

Increases employee satisfaction

Increases Level 1 incident resolution

Decreases calls to the service desk

Employee Self Service

Enables employees to search

Captures and reuses

Enables supported employees

Tracks and manages the

Measures costs associated with all

Tracks and manages all of the

Maximises use of all associated