Welcome to the ServiceNow Commentary blog.
Christmas and the New Year are often times to reflect upon the previous twelve months and to look forward to the next. So it seemed timely to look back to Knowledge13, ServiceNow’s annual global customer event, and then forward to the upcoming Knowledge14 event in San Francisco.
In Part 1 I looked at some of the challenges of, and good practices to consider with, multi-language and multi-geography (IT) service desk operations.
In this second blog I cover some of the technology and process challenges.
Calling all customers – you have until December 31, 2013 to submit an abstract for consideration to speak at Knowledge14. That’s just one month away. Don’t miss the incredible opportunity to share your real-world experiences with other ServiceNow customers, prospects, partners and industry experts. Knowledge14 is going to be epic – you can help us make it so.
Here are some tools to help you get started.
This morning I watched an on-demand webinar from Gartner analyst Jarod Greene called What Foursquare, Facebook and Final Fantasy Can Teach I&O Organizations.
One slide and concept, in particular, resonated with me – the idea that as employees we are each treated as two separate users of IT, two entities that need to be combined for corporate IT success.
The rise of the “business consumer”
Gartner Data Center – December 9-12, 2013 in Las Vegas – is where IT decision-makers will learn effective new ways to capitalize on the forces of IT change, and proactively lead the way to fundamental I&O transformation.
ServiceNow will be exhibiting at booth # 210. Stop by during expo hours for a chance to win great prizes! Monday 6-8pm; Tuesday 11:45am-1:45pm, 6-8pm; Wednesday 11:30am-1:30pm.
An anonymous U.S. government laboratory and its 1,000 employees support more than 200 research projects in the areas of science, scientific facilities, energy, environment management and national security. The lab’s IT support staff had been using an expensive legacy system which operated in silos, preventing integrated, automated workflows and a unified customer interface.
The enterprise IT organization is awash with operational silos that touch IT service management (ITSM) – and in many ways one could argue that some could and should be part of corporate ITSM activities.
Most commonly pointed to is the App Dev and IT Operations divide – with DevOps a potential solution or “journey to a better place” – but there are other significant opportunities for different parts of the enterprise IT organization to play better together. These include: Security; IT Asset Management; and IT Governance, Risk, & Compliance (ITGRC).
Service integration and management (SIAM), service integration, or multi-sourcing services integration (MSI) isn’t new. Global research firms, such as Forrester and Gartner, were producing SIAM-related reports in the late 2000s driven by the challenges faced by their clients – the need to cater for a post-outsourcing requirement to manage the complexity of multiple service providers.
You’re Invited: Join ServiceNow and SiliconANGLE for a live social media discussion on Tuesday, November 19 from 8:30-9:30am PST.
Abstract: Reinventing the Role of IT
Ah Dublin, often quoted as a favorite city or one that’s near the top of a global traveler’s bucket list – who wouldn’t want to sample the beauty, history, culture, food, and people of the city that spawned Oscar Wilde, James Joyce, and Bram Stoker.
But now “Dublin” is also one of the most capability-enhancing ServiceNow releases. As ServiceNow’s second release of 2013, Dublin adds:
Remember the film “Pay It Forward” starring Kevin Spacey, Helen Hunt, and Haley Joel Osment? Where Haley Joel Osment’s troubled youngster is set a social studies assignment by Kevin Spacey to think of, and execute, something to change the world. With the result: the concept of paying a favor forward, not back – that is repaying the good deeds of others not with payback to them but instead with good deeds to new people, so paying forward not paying back.
In the blog post, The itSMF USA IT Service Management Think Tank AKA "The Revolutionary Network" I said that:
I think that this might have been an understatement – something was fermenting.
At this year’s joint itSMF USA and HDI conference – FUSION13 – independent management consultant Barclay Rae brought his own brand of IT service management (ITSM) improvement to Nashville. That’s ITSM Goodness.
OKTANE is The Identity, Security and Mobility Event of the Year. Join ServiceNow from November 3-5, 2013 in San Francisco. We will be exhibiting.
Expo hall hours are Sunday from 6-8pm; Monday from 7am-6pm; Tuesday from 7am-3:15pm.
Attend the breakout session:
Monday, November 4, 11:45am – 12:30pm
Title: Automation, control and governance of identity provisioning
Speakers: Patrick DeMartine, Director Product Management, ServiceNow; Roy Scheer, Solution Architect, ServiceNow
The concept of service catalog has been around for well over a decade; but it was the addition of “service catalog management” and the service catalog to ITIL* v3’s set of IT service management (ITSM) “best practices” in mid-2007 that started the IT industry’s growing obsession with service catalog tools. An obsession where the service catalog was sold, and potentially bought, as the cure to the majority – if not all – of the enterprise IT organization’s ITSM, IT service delivery, and customer perception ills.
In a growing organization, or one that simply aims to evolve, IT service requirements change constantly. As long as it is agile and can adapt quickly, IT will be successful at meeting those needs.
But as IT’s customer base expands beyond the traditional service desk to various departments across the enterprise, a new set of challenges may arise. With the right service automation system, IT is limitless in the amount of service relationships it can manage and improve across the business.
I know it’s getting close to Halloween but this involves creatures of a different kind: IT industry notables, pundits, prognosticators, and futurists. They are convening on FUSION13 with a mission – to help imagine a new future for ITSM and maybe the IT industry as a whole.
The Revolutionary Network is born
IT staff at a statewide government agency sought a single source of truth to support its growing customer base. The existing systems in place held IT back – complicated ticketing, weak processes, lack of transparency to users and no standardization resulted in rogue districts that simply chose to do things their own way.
To make matters worse, employees were resistant to change, and didn’t want to implement a new solution for IT.
At the three recent EMEA NowForums ServiceNow Chief Technology Officer Arne Josefsberg spoke of “The Enterprise IT Cloud.” A mix of where cloud is today and where it will be in the future – that cloud is transforming the role and capabilities of the enterprise IT organization. And along with machine learning, big data, the internet of things, and machine-to-machine communication it will help IT transform the enterprise.
At the three recent EMEA NowForums ServiceNow founder and Chief Product Officer Fred Luddy spoke of “The Future of Now.” A mix of the future of IT and the future of ServiceNow – two futures that are inextricably linked, with ServiceNow’s future in many ways being where our customers need us to be.
Fred started by saying that people say that the only thing we learn from history is that we don’t learn anything from history; but there have been undeniable patterns:
At the three recent EMEA NowForums ServiceNow President and CEO Frank Slootman spoke of “The end of No. The beginning of Now.”
Quash those Department of “No” perceptions and focus on “experiences”
Attendees of Fusion 13 will "graduate to better service management".
October 20-23, 2013 in Nashville, TN
This year, ServiceNow will exhibit in booth #515 and host two speaking engagements on the show floor theater:
Monday, Oct. 21 @ 1:05-1:25pm – Show floor theater
Tuesday, Oct. 22 @ 12:50-1:10pm – Show floor theater
Stop Talking About IT Transformation. Do it!
- Stephen Mann, Sr. Product Marketing Manager, ServiceNow
- Ryan Fraser, Sr. Solution Consultant, ServiceNow
Knowledge13 was the largest gathering of IT professionals using cloud services to transform service delivery across the enterprise. Knowledge14 will be even bigger. Will you join us in San Francisco?
As a customer, user and enthusiast of ServiceNow, your contributions are what make Knowledge successful. Your attendance creates community, your commentary builds buzz and your presentations inspire your peers.
Many organizations have invested significantly in IT service management (ITSM) people, processes, and tools; some have invested and reinvested in a multitude of different vendor tools over the years.
Sometimes – OK, often – the tool is blamed for the failure to meet the organization’s aspirations for increased ITSM maturity and improved quality of IT service delivery and support. Sometimes the tool has capabilities beyond the maturity of the organization that are never used despite the organization having planned to do so at the time of purchase.
At Gartner Symposium/ITxpo 2013, attendees will discover how to seize new opportunities, forge strategic partnerships to drive change and evolve to become indispensable leaders in the digital world.
ServiceNow will be exhibiting in booth #242 throughout the event, from October 6-10, 2013, in Orlando, Florida.
Also, ServiceNow will host a panel session on October 8 at 1:30pm EDT in Southern II:
Accelerating Global IT Transformation: A Practitioners’ Leadership Forum
How confident would you be in your IT department if you knew they were tracking your request through emails, spreadsheets and post-it notes?
Moreover, could you trust IT with business-critical projects that are key to driving revenue?
Whether or not you can, you must. In truth, the business depends on IT – which means successes, and failures, are shared between them. It also means that any investment in a company’s IT department is an investment in the business itself.
The events are a tasty blend of:
Legacy IT sprawl: a phrase often uttered in today’s evolving IT landscape. It’s a common challenge for retailers, technology companies and manufacturers alike. It refers to the conundrum brought on by years of working with inflexible tools and clumsy patchwork integrations.
How can IT succeed when it is bogged down by multiple, fragmented systems and redundant, manual processes? Companies experiencing legacy IT sprawl face numerous challenges.
The London NowForum is fast approaching – it’s a great opportunity to:
With all this packed into a single day and single location – at The Mermaid on the 10 October 2013.
Red Hat is the world's leading provider of open source solutions, using a community-powered approach to provide reliable and high-performing cloud, virtualization, storage, Linux and middleware technologies.
Ah “incidents.” That IT service management (ITSM) word we in IT use to describe customer issues that, rather awkwardly, means absolutely nothing to them – unlike IT “failure,” “issue,” and “problem” (and that’s the original English language definition). But putting terminology aside, we think we have incidents and incident management covered – including prioritization – we just get on with it. But let’s look at this more closely.
Lennox International manufactures climate control products for heating, air conditioning and refrigeration. Its IT staff of 175 supports 5,000 internal users in offices, factories, warehouses and storefronts around the world, plus about 35,000 Web users.
Over a period of ten years, IT at Lennox had built many legacy processes in a system that eventually no longer met the needs of the business. Painful upgrades and modifications, prohibitively high costs, and lack of flexibility made up the impetus for change.
Who said IT service management (ITSM) tools aren’t interesting (or flexible)? One of the highlights of ServiceNow’s Knowledge 13 global customer event in Las Vegas last May was the inaugural ServiceNow CreateNow Custom Application Hackathon. Where over 20 ServiceNow customer teams raced against the clock to create new apps on the ServiceNow Service Automation Platform.
Most internal IT organizations are focused on protecting and growing the business. The people who work in IT – and IT service management (ITSM) professionals in particular – are often passionate, intelligent, skilled, rational, and driven by the desire to do a great job. So why do business colleagues often see the IT organization as unhelpful, out of touch and, most damning of all in the business lexicon, as an overhead?*
There’s no doubt that we in the IT service management (ITSM) community have long-benefitted from ITSM best practice frameworks, standards, and methodologies such as ITIL, ISO 20000, COBIT, USMBOK (Universal Service Management Body Of Knowledge), and others.
Parks Victoria works on the ground to protect and enhance park values of over 10 million acres in Victoria, Australia. As part of a larger IT transformation, Parks Victoria is leveraging ServiceNow to manage more than 25,000 technical and recreational assets including ports, waterways and emergency services.
A global investment bank with approximately 65,000 employees and offices in more than 50 countries draws on substantial heritage to serve private, institutional, corporate and retail clients worldwide.
Upon recognizing a number of inefficiencies in the processes they used to support all types of HR requests, the firm approached Innovise ESM to implement a new program that would address their needs.
The firm was looking to:
• Streamline and standardize global and regional HR processes
• Improve user experience
• Reduce manual processes
On July 30, ServiceNow had its first formal TweetChat, which is exactly what it sounds like – a moderated, open, multi-participant chat held via tweets on Twitter. The primary topic: IT transformation. The key driver: an interesting survey of ServiceNow customers conducted at our Knowledge13 conference by KPMG, a global provider of business services and ServiceNow partner.
“Tweet chats” (or “tweetchats”) – some people love them, and some people loathe them for clogging up their personal Twitter streams. Some organizations do them well, some not so much. And as ServiceNow and KPMG collectively tried their hands at tweet-chatting for the first time it was very difficult to find guidance in the form of freely available best or good practice. Nonetheless we steamed ahead and, in the spirit of “social,” we thought we would share our tweet chat experiences – both good and bad.
When: August 25-29, 2013
Where: Moscone Center, San Francisco
At the 10th annual VMWorld US, you’ll have many chances to see and learn more about ServiceNow.
1) ServiceNow is a gold sponsor and will be exhibiting. Stop by booth #1904 during exhibition hours:
Sunday, August 25, 2013 4:00 to 7:00 p.m.
Monday, August 26, 2013 11:00 a.m. to 6:00 p.m.
Tuesday, August 27, 2013 11:00 a.m. to 6:00 p.m.
Wednesday, August 28, 2013 10:00 a.m. to 5:00 p.m.
2) See the live floor presentation on Monday, August 26:
Deakin is the ninth-largest university in Australia, with over 42,000 students and 8,000 faculty and staff.
Deakin had migrated from HP Service Desk to HP Service Manager to manage IT, but soon found that the new system was impeding the department’s progress towards better service delivery.
During the ServiceNow Q2 2013 earnings call, CEO Frank Slootman spoke of the continued use of the ServiceNow service automation platform for service domains outside of enterprise IT, i.e. for lines of business such as Human Resources (HR), Finance, Facilities, Legal, etc.
While many call this a “shared services” approach to service delivery, we need to be thinking about the management of service relationships, not just the services themselves, to better meet business needs for technology-enablement of service delivery across the enterprise.
More than 3,000 Canadian dairy farmers rely on Agropur cooperative to collect, process and distribute milk and milk products countrywide. Agropur products generate more than CDN$3.6 billion annually, and the cooperative employs 5,700 people in Canada and the USA.
The 2013 CIO 100 Awards honor 100 companies that exemplify the strategic partnership of IT and business.
Four ServiceNow customers – Red Hat, CareFusion, Qualcomm and Land O’Lakes – were among this year’s winners. See the official winner chart to read each company’s winning entry.
IT leaders from Red Hat, CareFusion, Qualcomm and Land O’Lakes will support ServiceNow in hosting a panel session on August 12 at this year’s CIO 100 event in Colorado Springs, CO.
Here are the details:
“You Must Have A Service Catalog.” Really? Thankfully this isn’t my advice to you. It’s just a bold statement that I wish I didn’t hear or read almost weekly. Our obsession with yet another IT service management (ITSM) tool, module, or capability – the service catalog – is now over five years old and it seems every IT organization continues to be advised, or concludes themselves, that a service catalog is an absolute must-have and silver bullet to customer-related woes.
In my opinion, it’s best that we look back before we look forward with service catalogs.
Thankfully this isn’t one of those “The IT service desk is dead, long live the IT service desk” type blogs. Instead it’s hopefully evidence that IT service desks and IT service management (ITSM) professionals are adapting to both the changing IT and business landscapes. Recognizing the need to not only change support processes and technologies but also their requirements for support people.
Informa plc. provides academic, professional and commercial information to customers around the world. Its 9,000 employees work in 150 offices in more than 30 countries, and IT Service Management is overseen from one of the UK offices.
In the process of evolving from a typical support organization into a service provider organization, Informa IT sought to simplify and standardize processes across applications, systems and development teams worldwide.
The Maschhoffs is the largest privately-held pork producer in the United States, serving more than 10 million consumers a year. In 20 years, the company has grown from 50 to over 1,100 direct employees. To keep up with rapid growth and acquisitions, three big changes were needed in IT:
• Better clarity and smoother processes
• Faster incident resolution
• The ability to be proactive.
Yesterday Navvia, a provider of online tools for process design and improvement, delivered the results of its eighth annual IT service management (ITSM) survey. If you wish to watch the webcast on demand it’s here
David Mainville, CEO and co-founder of Navvia, pointed to a number of hot topics before delivering the statistical results: