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IT-as-a-Service: Ushering the New Era of Service Aware Cloud - Session Sponsored by ServiceNow

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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IT-as-a-Service: Ushering the New Era of Service Aware Cloud - Session Sponsored by ServiceNow

  1. 1. ©  2016  ServiceNow  All  Rights  ReservedConfidential ©  2016  ServiceNow  All  Rights  ReservedConfidential 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
  2. 2. ©  2016  ServiceNow  All  Rights  Reserved 2Confidential 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
  3. 3. ©  2016  ServiceNow  All  Rights  Reserved 3Confidential The  Cloud  Mantra “I  want  to  be  out  of  the  data  center  business” -­‐ CIO  of  U.S.  Talent  Firm
  4. 4. ©  2016  ServiceNow  All  Rights  Reserved 4Confidential The  Department  of  No? Long  wait  times   Manual  Processes Approval  bureaucracy
  5. 5. ©  2016  ServiceNow  All  Rights  Reserved 5Confidential End-­‐Users  Want  Agility  and  Freedom   • Agility • Freedom  to  Experiment • Automation • Service  Release  Automation
  6. 6. ©  2016  ServiceNow  All  Rights  Reserved 6Confidential IT  Wants  Stability  and  Predictability • Stability • Predictability • Cost  control  /  Budgeting • Visibility   • Optimal  resource  utilization  
  7. 7. ©  2016  ServiceNow  All  Rights  Reserved 7Confidential Showdown Agility Freedom  to  Experiment Automation Service Stability Predictability Cost  control  /  Budgeting Visibility   Optimal  resource  utilization   IT USERS
  8. 8. ©  2016  ServiceNow  All  Rights  Reserved 8Confidential Public  Cloud  is  Great….But… • Proliferation  of  Shadow  IT • Compliance  Violations • Underutilized  Resources • Unpredictable  Costs • No  control  over  SLAs
  9. 9. ©  2016  ServiceNow  All  Rights  Reserved 9Confidential IT  as  the  Department  of  NOW
  10. 10. ©  2016  ServiceNow  All  Rights  Reserved 10Confidential IT  Operations  Management Keystone
  11. 11. ©  2016  ServiceNow  All  Rights  Reserved 11Confidential The  ServiceNow  Approach
  12. 12. ©  2016  ServiceNow  All  Rights  Reserved 12Confidential 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
  13. 13. ©  2016  ServiceNow  All  Rights  Reserved 13Confidential 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
  14. 14. ©  2016  ServiceNow  All  Rights  Reserved 14Confidential 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
  15. 15. ©  2016  ServiceNow  All  Rights  Reserved 15Confidential 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
  16. 16. ©  2016  ServiceNow  All  Rights  Reserved 16Confidential Enterprise  Cloud Cloud   Management Orchestration Discovery Event  Management Service Mapping Secure   Integrations Secure   Integrations
  17. 17. ©  2016  ServiceNow  All  Rights  Reserved 17Confidential “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
  18. 18. ©  2016  ServiceNow  All  Rights  Reserved 18Confidential Change Discovered  CIs Events  and  Alerts Service-­‐Oriented Service  Management Infrastructure-­‐Oriented Operations  Management Service  Catalog Incident Problem Servers Applications Storage Virtualization Cloud NetworkCMDB
  19. 19. ©  2016  ServiceNow  All  Rights  Reserved 19Confidential 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?
  20. 20. ©  2016  ServiceNow  All  Rights  Reserved 20Confidential Services Service-­‐Oriented  CMDB InfrastructurePerspective Servers Applications Storage Virtualization Cloud Network Business  Perspective Sales  CRM  System Customer  Support Financial  Reporting HR  Benefits  Site
  21. 21. ©  2016  ServiceNow  All  Rights  Reserved 21Confidential Visibility  and  Availability
  22. 22. ©  2016  ServiceNow  All  Rights  Reserved 22Confidential
  23. 23. ©  2016  ServiceNow  All  Rights  Reserved 23Confidential
  24. 24. ©  2016  ServiceNow  All  Rights  Reserved 24Confidential Prod  3-­‐tier
  25. 25. ©  2016  ServiceNow  All  Rights  Reserved 25Confidential Agility:  Self-­‐Service  Provisioning  and  Automation
  26. 26. ©  2016  ServiceNow  All  Rights  Reserved 26Confidential
  27. 27. ©  2016  ServiceNow  All  Rights  Reserved 27Confidential
  28. 28. ©  2016  ServiceNow  All  Rights  Reserved 28Confidential 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
  29. 29. ©  2016  ServiceNow  All  Rights  Reserved 29Confidential Service  Model Actual   State Desired   State Drift Service  Delivery Service  Mapping OpsDev DevOps Infrastructure  as  Code Service Alerts Service  Assurance Remediate Remediate Versions
  30. 30. ©  2016  ServiceNow  All  Rights  Reserved 30Confidential 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
  31. 31. ©  2016  ServiceNow  All  Rights  Reserved 31Confidential 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
  • CassandraOng

    Mar. 4, 2021
  • YipLy

    Oct. 31, 2016
  • JoeSenna1

    Jul. 2, 2016
  • DawnMular

    Jun. 25, 2016
  • David_Huang85

    Jun. 21, 2016

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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