Every department in the enterprise is a service provider. While service relationships are well defined and automated within IT, they are often inefficient, unstructured or non-existent in other enterprise service domains. Georg Maureder, Solution Architect EMEA at ServiceNow will tell you how savvy IT leaders view this as an opportunity to help their business peers replace inefficient email-based service request and fulfilment processes with a proven IT service model.

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2014
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1
The
Service-­‐Oriented
Enterprise
Georg
Maureder
The
New
Age
of
Service
is
Now
Solu;on
Architect
EMEA

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2014
ServiceNow
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2
2,200+
Enterprise
Customers
2,100+
Employees
Major
Sites
San
Diego,
Silicon
Valley,
SeaGle,
Amsterdam,
London,
Sydney
ServiceNow
–
The
Enterprise
IT
Cloud
Company
*Expected
2014
Revenues
$13M
$28M
$64M
$128M
$244M
FY12
FY11
FY10
FY09
FY08
$424M
FY13
*$652M
to
$657M
FY14
$139M
Strong
Revenue
&
Growth
PlaTorm
Designed
to
Manage
Service
Rela;onships
in
the
Enterprise
Highly
Secure
and
Available
Enterprise
Cloud
SaaS
Business
Model
Enterprise
IT
Cloud
NYSE:
NOW
$478M
Trailing
12-­‐Month
Revenue

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2014
ServiceNow
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3
Service
InnovaOons:
Retail

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2014
ServiceNow
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4
Service
InnovaOons:
Personal
Banking

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2014
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Service
InnovaOons:
EducaOon

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2014
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Service
InnovaOons:
Restaurant

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2014
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Back
to
IT…

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2014
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The
Future
of
Enterprise
IT
IT
Cloud
Line-­‐of-­‐Business
Infrastructure
Applica;ons
?

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2014
ServiceNow
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The
Service
Model
Defined
REQUESTER
PROVIDER
Five
pillars
of
enterprise
service
management
Service
Experience
Service
AnalyOcs
Service
Delivery
Service
Assurance
Service
Taxonomy

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2014
ServiceNow
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Service
Experience
Service
AnalyOcs
Service
Delivery
Service
Assurance
Service
Taxonomy
Service
Taxonomy:
Defining
and
Classifying
Services
REQUESTER
PROVIDER

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2014
ServiceNow
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Service
Taxonomy:
Service
DescripOon

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2014
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12
Service
Taxonomy:
Service
DescripOon

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2014
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Service
Taxonomy:
Service
DescripOon

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2014
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Service
Taxonomy:
Service
Designer
• Create
new
services
from
anywhere
• Audited
creaOon
process
• Decentralized
content
administraOon

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2014
ServiceNow
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Service
Experience
Service
AnalyOcs
Service
Delivery
Service
Assurance
Service
Taxonomy
Service
Experience:
Where
Taxonomy
Meets
Systems
REQUESTER
PROVIDER

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2014
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2014
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2014
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2014
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2014
ServiceNow
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21
Service
Experience
Service
AnalyOcs
Service
Delivery
Service
Assurance
Service
Taxonomy
Service
Delivery:
From
Workflow
to
OrchestraOon
REQUESTER
PROVIDER

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2014
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Service
Delivery:
Demand
Management

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2014
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Service
Delivery:
Project
Timeline

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2014
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Service
Delivery:
Project
Timeline

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2014
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Service
Delivery:
Task
Boards

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2014
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Service
Experience
Service
AnalyOcs
Service
Delivery
Service
Assurance
Service
Taxonomy
Service
Assurance:
The
Fusion
of
Service
and
Systems
Management
REQUESTER
PROVIDER

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2014
ServiceNow
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Service
Assurance:
Event
Management

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2014
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Service
Experience
Service
AnalyOcs
Service
Delivery
Service
Assurance
Service
Taxonomy
Service
AnalyOcs:
From
Data
to
InformaOon
REQUESTER
PROVIDER

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2014
ServiceNow
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Service
AnalyOcs:
Performance
AnalyOcs

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2014
ServiceNow
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REQUESTER
PROVIDER
Service
Experience
Service
AnalyOcs
Service
Delivery
Service
Assurance
Service
Taxonomy
Enterprise

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2014
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Resumé
The
Service-­‐Oriented
Enterprise
How
ServiceNow
can
support
customers
with
defining
a
service
model,
provide
an
end
to
end
service
experience
and
assure
service
delivery
and
analyBcs.

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2014
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32
Enterprise