After many years of being the organization that was perceived as "big brother" or "blocker", IT now has a unique opportunity to become the enabler of agility for its cohorts. Join us for this session where we discuss current industry trends around the role of IT in cloud service management and take a peek into our crystal ball to see what future may look like. Speaker: Utpal Thakrar – Senior Product Manager, ServiceNow

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2016
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2016
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IT-­‐as-­‐a-­‐Service
ServiceNow |
The
Enterprise
Cloud
Company
Ushering The New Era of Service Aware Cloud
Utpal
Thakrar
Sr.
Product
Manager,
ITOM
Dragan Preocanin
Solution
Architect
APJ

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2016
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The
Cloud
Mantra
“The
Australian
Government
National
Commission
of
Audit
recommended
that
government
agencies
adopt
a
cloud-­‐first
strategy
as
reliance
on
legacy
systems
impeded
progress
in
moving
to
the
cloud
”
-­‐ ZDNet

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2016
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The
Cloud
Mantra
“I
want
to
be
out
of
the
data
center
business”
-­‐ CIO
of
U.S.
Talent
Firm

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2016
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The
Department
of
No?
Long
wait
times
Manual
Processes Approval
bureaucracy

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2016
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End-­‐Users
Want
Agility
and
Freedom
• Agility
• Freedom
to
Experiment
• Automation
• Service
Release
Automation

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2016
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IT
Wants
Stability
and
Predictability
• Stability
• Predictability
• Cost
control
/
Budgeting
• Visibility
• Optimal
resource
utilization

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2016
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Showdown
Agility
Freedom
to
Experiment
Automation
Service
Stability
Predictability
Cost
control
/
Budgeting
Visibility
Optimal
resource
utilization
IT USERS

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2016
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Public
Cloud
is
Great….But…
• Proliferation
of
Shadow
IT
• Compliance
Violations
• Underutilized
Resources
• Unpredictable
Costs
• No
control
over
SLAs

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2016
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IT
as
the
Department
of
NOW

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2016
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IT
Operations
Management
Keystone

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The
ServiceNow
Approach

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2016
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Enterprise
Cloud
CMDB
Security
Application
Logic
Application
Development
Analytics
User
Experience
Catalo
g
•
Knowledge • Service Level Management • EnƟtlements • NoƟfic
aƟons•
•Collab
oraƟon • Surveys • IntegraƟon • Workflow • Search • Mobile •
Re
porƟng
Secure
Integrations
Secure
Integrations

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2016
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Enterprise
Cloud
HR
Facilities
Marketing
Legal
Finance
Change
Incident
Problem
Security
Operations
Customer
Service
Field
Asset
More
CMDB
Security
Application
Logic
Application
Development
Analytics
User
Experience
Catalo
g
•
Knowledge • Service Level Management • EnƟtlements • NoƟfic
aƟons•
•Collab
oraƟon • Surveys • IntegraƟon • Workflow • Search • Mobile •
Re
porƟng
Vulnerability
Response
Secure
Integrations
Secure
Integrations

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2016
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Enterprise
Cloud
HR
Facilities
Marketing
Legal
Finance
Change
Incident
Problem
Financial
Management
Risk
Audit
Vendor
SDLC
Demand
Resource Project
Security
Operations
Customer
Service
Field
Asset
Test
More
CMDB
Security
Application
Logic
Application
Development
Analytics
User
Experience
Catalo
g
•
Knowledge • Service Level Management • EnƟtlements • NoƟfic
aƟons•
•Collab
oraƟon • Surveys • IntegraƟon • Workflow • Search • Mobile •
Re
porƟng
Vulnerability
Response
Secure
Integrations
Secure
Integrations

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2016
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Enterprise
Cloud
Cloud
Management
Orchestration
Discovery
Event
Management
Service
Mapping
HR
Facilities
Marketing
Legal
Finance
Change
Incident
Problem
Financial
Management
Risk
Audit
Vendor
SDLC
Demand
Resource Project
Security
Operations
Customer
Service
Field
Asset
Test
More
CMDB
Security
Application
Logic
Application
Development
Analytics
User
Experience
Catalo
g
•
Knowledge • Service Level Management • EnƟtlements • NoƟfic
aƟons•
•Collab
oraƟon • Surveys • IntegraƟon • Workflow • Search • Mobile •
Re
porƟng
Vulnerability
Response
Secure
Integrations
Secure
Integrations

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2016
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Enterprise
Cloud
Cloud
Management
Orchestration
Discovery
Event
Management
Service
Mapping
Secure
Integrations
Secure
Integrations

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“I
can’t
tell
which
systems
are
connected
to
each
service”
Visibility
“If
a
service
goes
down,
I
can’t
find
the
cause
of
the
outage”
Availability
“We
need
to
accelerate
service
delivery,
while
maintaining
quality”
Agility
Services
Top
of
Mind
with
CIOs
Everywhere

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2016
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Change
Discovered
CIs
Events
and
Alerts
Service-­‐Oriented
Service
Management
Infrastructure-­‐Oriented
Operations
Management
Service
Catalog
Incident Problem
Servers Applications Storage
Virtualization Cloud NetworkCMDB

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Lost
in
Translation InfrastructurePerspective
Servers
Applications
Storage
Virtualization
Cloud
Network
Uh,
oh.
A
production
environment
has
stopped
responding.
Which
services
are
going
to
be
impacted?
Business
Perspective
Sales
CRM
System
Customer
Support
Financial
Reporting
HR
Benefits
Site
Uh,
oh.
A
production
environment
responding.
Which
services
are
g
impacted?
What
is
going
on
with
our
HR
Benefits
website?
It
is
soooo slow.
g
on
with
our
HR
Benefits
website?
It
is
soooo slow.
We
are
going
to
need
to
apply
a
patch
to
some
of
our
older
Windows
AMI’s.
Who
are
the
service
owners
I
need
to
notify
to
re-­‐deploy
their
apps?
We
are
going
to
need
to
apply
a
patch
older
Windows
AMI’s.
Who
are
the
se
need
to
notify
to
re-­‐deploy
the
We
have
a
busy
season
coming
up.
How
much
can
my
service
handle
and
should
I
review
my
environment
definition
to
scale
for
more
capacity?

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Services
Service-­‐Oriented
CMDB
InfrastructurePerspective
Servers
Applications
Storage
Virtualization
Cloud
Network
Business
Perspective
Sales
CRM
System
Customer
Support
Financial
Reporting
HR
Benefits
Site

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2016
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Visibility
and
Availability

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Prod
3-­‐tier

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Agility:
Self-­‐Service
Provisioning
and
Automation

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2016
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ServiceNow
Cloud
Brokering
thru
Provisioning
Rules
Service
Catalog
Item
Provisioning
Rules
Provisioning
Best
venue
of
execution
selected
based
on
Business
Policies
such
as
Compliance
needs,
Cloud
Cost,
Data
Sensitivity,
Data
Sovereignty,
Availability
requirements

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2016
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Service
Model
Actual
State
Desired
State
Drift
Service
Delivery
Service
Mapping
OpsDev DevOps
Infrastructure
as
Code
Service
Alerts
Service
Assurance
Remediate
Remediate
Versions

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2016
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Request
Service
Catalog,
Govern
Resource
Optimize
ChangeSupportProvisioning
Approve
Capacity
Cost
&
Usage
CMDB
Single
Platform
Across Multiple
Clouds
Common
Operating
Model
on
a
Single
System
of
Record

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2016
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Summary
IT
Doesn’t
Have
to
Be
a
Barrier
• Offer
Agility
with
guardrails
• Leverage
Existing
ITIL
processes
through
ITOM
Manage
Services,
Not
Infrastructure
• Transform
the
CMDB
to
an
“Enterprise
Service
Repository”
• Automate
all
phases
of
the
service
lifecycle
• Cloud
Aware
service
management