Welcome - CompuCom's GoLiveNow Accelerators for ServiceNow. May 19, 2015

Transcription

1 Welcome - CompuCom's GoLiveNow Accelerators for ServiceNow May 19, 2015

2 Agenda Welcome Perspective Kathy Buckley CompuCom Accelerators and Employee Self-Service Portal Jim Trezza and Matt Farahmand What s Ahead Q and A Automate ITSM with ServiceNow. Automate ServiceNow with CompuCom! 2

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4 Managed Services & Support Deployment & Integration End-User Enablement Service Experience Management Cloud Technology Services On Demand Technology & Workforce Remote Centers On-site Services We re flexible & customize solution delivery to meet client needs 4

5 Perspective KATHY BUCKLEY ServiceNow Program Manager CompuCom 5

6 What is ServiceNow Leading provider of cloud-based services that automate enterprise IT Operations (Think ITIL) Gartner Magic Quadrant Leader (ITSM Tools) Extremely rapid growth for several years Service automation for any business process, not just IT! 6

7 CompuCom Key Differentiators CompuCom GoLive Accelerators Self-Service Portal Experience with ServiceNow Customer since 2006, one of their largest customers 290,000 users supported, helped them develop their multi-tenant version Senior Consulting Team Top end ITSM/ServiceNow consultants with an average of 15+ years experience Full-lifecycle management services Tactical capabilities to do the hands on the keyboard work in addition to the business level consulting 7

8 CompuCom Takes a Phased Approach Phase I Foundation Incident Management* Problem Management* Change Management* Service Level Management (base included with Accelerators) CMDB Lite Knowledge Management Phase II - Continuous Improvement/End User Experience Service Catalog* Employee Self-Service Portal* Custom Application Integration Phase III - IT Business Management Asset Management (Hardware/Software) Configuration Management Contract Management Continuous Improvement and System Administration Service Everything as a Service *With GoLiveNow Accelerators CompuCom.

9 Jim Trezza Matt Farahmand COMPUCOM ACCELERATORS AND SELF-SERVICE PORTAL 9

10 GoLiveNow Accelerator Packages Deliver ServiceNow Everywhere What does this all boil down to? Fully documented ITIL based processes Right to use of code CompuCom proven best practices Enhanced administration capabilities 50+ enhancements in the Incident Manager Accelerator alone! Enhanced core functionality like parent\child incident and problem merge capability UI enhancements for ease of access and incident type recognition Pre-defined Best Practice SLAs How does this benefit the client? Speed of deployment Additional capabilities Easier administration Time saving functionality and UI capabilities 10

11 Full Documentation Included with Accelerators Process Flow Process Definition User Guide Detailed Design Installation Guide Accelerator Code Files 11

12 Live Demo

13 What s Ahead Self Service Portal Flat Design Building on the current portal to provide additional capabilities around a modern visual user experience. Homepage Dashboard: To view your most important tasks at a glance Additional Schemas Staying in line with leading visual web based trends Dynamic Carousel: To publish/market your highest priority content CompuCom.

14 Client Successes Retail Store Used our GoLive Now Accelerators to quickly replace their legacy system that was costly. Used a phased approach to implement advanced functionality including Service Catalog, Employee Self-Service, CMBD, Service Level Management, Knowledge Management. Increased employee service satisfaction by deploying a more efficient ESS Portal & Service Catalog. Migration from Legacy system with high licensing costs and a decreased footprint for ongoing administration increased ROI. Real Estate Property Management Used CompuCom s GoLive Now Accelerators to implement Incident, Problem, Change, CMDB, Knowledge and Sys Admin Training in less than 90 days. 14 Local Government Wanted a solution that was based on ITILv3 Best Practices; out of the box and/or easily configurable to follow well defined best practices. CompuCom helped the client select ServiceNow and then used our GoLiveNow Accelerators to help them fast-track Phase 1 of the project. Increased efficiency with interaction with customers and streamlining of processes led to faster time to resolve and request services.

15 Questions CompuCom.

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17 Incident Card Placing the most important facts about an incident at your users fingertips. They can see their latest incident updates without the need to navigate to the incident form. However, if they wish to do so, they can do it by simply clicking on the incident number. 17