ITOM Journey PDF

Eliminate
Service Outages Journey Document

Table of Contents
INTRODUCTION .................................................................................................................................... 2
HOW TO ELIMINATE SERVICE OUTAGES ................................................................................................ 3
CUSTOMER JOURNEY ........................................................................................................................... 4
OUTCOMES ................................................................................................................................................. 4
METRICS ..................................................................................................................................................... 5
ADOPTION JOURNEY ............................................................................................................................ 6
CAPABILITY ROADMAP ......................................................................................................................... 8
OVERVIEW .................................................................................................................................................. 8
MODERNIZE ................................................................................................................................................ 9
TRANSFORM .............................................................................................................................................. 11
INNOVATE ................................................................................................................................................. 12
CONCLUSION ............................................................................................................................................. 13
PHASED INTERACTIONS ...................................................................................................................... 14
MODERNIZE .............................................................................................................................................. 14
TRANSFORM .............................................................................................................................................. 15
INNOVATE ................................................................................................................................................. 16
HIGH LEVEL INTEGRATIONS ARCHITECTURE ........................................................................................ 17
CUSTOMER JOURNEY – DELIVERY ....................................................................................................... 18
NEXT STEPS ........................................................................................................................................ 19

Introduction

Eliminate Service Outages

Reference Architecture
1
© 2017 ServiceNow All Rights Reserved Confidential
This document is an overview of the ServiceNow reference architecture for the journey related
to eliminating service outages. This document should be used as a framework to assist with
determining the steps to mature your use of the ServiceNow platform capabilities.

This document includes the answers to a series of ‘how’ questions:
• How to eliminate service outages at the executive level
• How to achieve the outcomes in the executive overview of how to eliminate service
outages
• How to measure to ensure outcomes in the executive overview of how to eliminate
service outages are achieved
• How to increase adoption through the outcomes measured for achievement in the
executive overview of how to eliminate service outages
• How to implement the appropriate capabilities to increase adoption through the
outcomes measured for achievement in the executive overview of how to eliminate
service outages through each phase of the journey
• How to technically configure the appropriate capabilities implemented to increase
adoption through the outcomes measured for achievement in the executive overview of
how to eliminate service outages through each phase of the journey
• How to architect the technical configurations of the appropriate capabilities
implemented to increase adoption through the outcomes measured for achievement in
the executive overview of how to eliminate service outages through each phase of the
journey
• How to coordinate with experts to assist with:
o Architecting the technical configurations of the appropriate capabilities
o Implementing to increase adoption
o Measuring achievement of outcomes
o Eliminating service outages

For more information or to get a personalized presentation on how this applies to your
organization, reach out to your ServiceNow Account team. If you aren’t sure who to reach out
to, go to https://www.servicenow.com/contact-us.html, and click on sales to find the office
nearest you.

How to Eliminate Service Outages

How to Eliminate Service Outages
1 2
MAP BUSINESS SERVICES KEEP SERVICE
TO INFRASTRUCTURE MAPS CURRENT
5
GAIN VISIBILITY INTO
4 BUSINESS SERVICES HEALTH
3
PRIORITIZE ISSUES
AND AUTOMATE FIXES INGEST EVENTS FROM
ACROSS THE IT LANDSCAPE
3

The “How to” diagram above illustrates the multi-step process at the executive level, focusing
on the core functional areas and understanding where interactions and integrations are
required.
------------------------------------
The steps shown are as follows:
1. Discover and map relationships between business services and the IT components
required to support them.
2. Continuously monitor IT infrastructure for changes and update service maps in real
time.
3. Gain a consolidated view of service-impacting events for a rapid and effective IT
response.
4. Automate IT and business processes to accelerate remediation, reduce manual tasks,
and improve productivity.
5. Prioritize the resolution of issues to ensure business service availability.

Customer Journey
Outcomes
Customer Journey - Outcomes

MINDSET MODERNIZE TRANSFORM INNOVATE

CONSUMER IT Operations Line of Business Owners All Enterprise Consumers
PHASE VISIBILITY AVAILABILITY AGILITY
CAPABILITIES
Prescriptive
CMDB Service Mapping Discovery Reporting Analytics Dashboards Analysis Root Cause Self Healing
BUSINESS
VALUE Service Quality & Control User Experience & Productivity Service Performance & Speed
VISIBILITY AVAILABILITY AGILITY

• Greater availability of Critical Business • Reduce downtime for associated • Faster time to market
Services business services • OPEX Reduction by 15%
• Manage Service Level and Operating • Increased productivity while reducing risk • Increase security and governance of
OUTCOMES
Level Agreements • Lower total cost of ownership critical business services
• Manage Service Health • Reduce auditing cost associated with
• Reduce cost to maintain service maps compliance
5

Upon reviewing the above how-to document, many organizations may ask, “Yes, but how do I
achieve those outcomes?” In order to do so, the Customer Journey is a three-phase progression
(Modernize to Transform to Innovate) delivering business value via outcomes by employing
product capabilities phase by phase.

The image above displays a three-phase maturity model: ‘Modernize’ to ‘Transform’ to
‘Innovate,’ which is realized as a progression through three phases focused on a unique set of
consumers to deliver specific business value via a set of targeted outcomes. The capabilities
identified represent key elements of the software leveraged to realize this business value.

The three phases are as follows:
• Modernize: Service Quality & Control
o Greater availability of Critical Business Services
o Manage Service Level and Operating Level Agreements
o Manage Service Health
o Reduce cost to maintain service maps
• Transform: User Experience & Productivity
o Reduce downtime for associated business services
o Increased productivity while reducing risk
o Lower total cost of ownership
• Innovate: Service Performance & Speed
o Faster time to market
o OPEX Reduction by 15%
o Increase security and governance of critical business services
o Reduce auditing cost associated with compliance

Metrics

Customer Journey - Metrics


CONSUMER IT Operations Line of Business Owners All Enterprise Consumers
CAPABILITIES
Prescriptive
BUSINESS
VALUE Service Quality & Control User Experience & Productivity Service Performance & Speed
VISIBILITY AVAILABILITY AGILITY
• Reduction in incidents related to • Decrease in incidents • Faster response time to outages

Changes • Decrease in outage MTTR • Lower number of incidents due to
METRICS • Reduction in Change planning time • Decrease in major outages auto-remediation
• Decrease in service mapping
maintenance labor over manual
6

As previously stated, the Customer Journey is a three-phase progression from Modernize to
Transform to Innovate. Once organizations are aware of the progression and requirements,
they may ask, “Yes, but how do I measure achievement of these outcomes?” In order to ensure
this measurement:

• Organizations move through these phases through measurements and metrics, using
appropriate Key Performance Indicators.
• The below are a catalog of KPIs that provide a measuring stick for progression across the
different phases of the Journey that were compiled from ServiceNow customers,
partners, and ServiceNow’s experts in the field.

The KPIs necessary to navigate through the phases are as follows
• Modernize: Service Quality & Control
o Reduction in incidents related to Changes
o Reduction in Change planning time
o Decrease in service mapping maintenance labor over manual
• Transform: User Experience & Productivity
o Decrease in incidents
o Decrease in outage Mean Time to Relief (MTTR)
o Decrease in major outages
• Innovate: Service Performance & Speed
o Faster response time to outages
o Lower number of incidents due to auto-remediation

Adoption Journey

The Adoption Journey

ü Modernize Phase ü Transform Phase ü Innovate Phase
Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7
Define Discover Consume Measure React Prevent Refine
ü Define Service ü Populate CMDB ü Create connections ü Build Health ü Define standard ü Correlation and ü Move to Next
Portfolio to 3rd party Dashboards remediation root-cause Phase of Critical
ü Reconcile and
monitoring tools actions, triggers detection Service Mapping
ü Define SLA Normalize CIs ü Leverage OOTB and workflows
commitments for ü Ingest Metrics and Dashboards and ü Metrics for ü Assess
top applications ü Define Process and Events from Reports ü Create automated anomaly detection Performance of
Controls to update
multiple sources process scripts to Remediation and
ü Define scope of CMDB
and map them to ü Define KPIs and orchestrate ü Analytics forecasts Prevention
CMDB
ü Map Critical CIs and Business thresholds for remediation and thresholds Strategies
ü Prioritize Critical Services Services. health monitoring
ü Cut through the ü Establish controls
Applications for
ü Define alerts and noise for self healing
Mapping Phases
notification groups
7

Once organizations are able to measure for achievement, they may ask, “Yes, but how do I
ensure these solutions are adopted?” The adoption journey represents the step-by-step
progression of activities from phase commencement to full user adoption for the phase.
Activities typically commenced per phase are indicated by colored check mark.

Each of the ServiceNow solutions provide a multi-step, prescriptive approach, to adopting the
solution.
1. Step 1 – Define
a. Service Portfolio
b. SLA Commitments for Top Applications
c. Scope of CMDB
d. Prioritize Critical Applications for Mapping Phases
2. Step 2 – Discover
a. Populate CMDB
b. Reconcile and Normalize CIs
c. Define Process and Controls to Update CMDB
d. Map Critical Services
3. Step 3 – Consume
a. Create Connections to Third Party Monitoring Tools
b. Ingest Metrics and Events from Multiple Sources and Map Them to CIs and
Business Services
4. Step 4 – Measure
a. Build Health Dashboards
b. Leverage Out-of-Box Dashboards and Reports
c. Define KPIs and Thresholds for Health Monitoring
d. Define Alerts and Notification Groups
5. Step 5 – React
a. Define Standard Remediation Actions, Triggers, and Workflows
b. Create Automated Process Scripts to Orchestrate Remediation
c. Cut Through the Noise
6. Step 6 – Prevent
a. Correlation and Root-Cause Detection
b. Metrics for Anomaly Detection
c. Analytics Forecasts and Thresholds
d. Establish Controls for Self-Healing
7. Step 7 – Refine
a. Move to Next Phase of Critical Service Mapping
b. Assess Performance of Remediation and Prevention Strategies

Capability Roadmap
Overview

Capability Roadmap
BUSINESS MANAGEMENT
BUSINESS MANAGEMENT
DEMAND FINANCIAL GOVERNANCE, RISK APPLICATION PROJECT & RESOURCE VENDOR
MANAGEMENT MANAGEMENT & COMPLIANCE PORTFOLIO PORTFOLIO MANAGEMENT MANAGEMENT
ENGAGEMENT SECURITY OPERATIONS

SECURITY MANAGEMENT SERVICE MANAGEMENT
SERVICE MANAGEMENT INTEGRATIONS
ENGAGEMENT INTEGRATIONS
AND
AND & SYSTEMS OF
AND SYSTEMS
SECURITY THREAT CUSTOMER FIELD
EXPERIENCE HR LEGAL FINANCE MARKETING FACILITIES RECORD
EXPERIENCE INCIDENT INTELLIGENCE SERVICE SERVICES OF RECORD
VULNERABILITY
MOBILE PROBLEM INCIDENT CHANGE CMDB SLA MGMT RELEASE ASSET WEB SERVICES
RESPONSE
OPERATIONS MANAGEMENT
OPERATIONS MANAGEMENT ANALYTICS
ANALYTICS APPLICATION DEVELOPMENT
APPLICATION DEVELOPMENT
PORTAL MID SERVER
AGILE
DISCOVERY SERVICE MAPPING REPORTING DEVELOPMENT
CLOUD EVENT PERFORMANCE DEVELOPMENT TEST

ORCHESTRATION
CATALOG MANAGEMENT MANAGEMENT ANALYTICS ENVIRONMENT MANAGEMENT ODBC
PLATFORM
PLATFORM
REQUEST BUSINESS REST
TIME
KNOWLEDGE COLLABORATION NOTIFICATION ON-CALL WORKFLOW OPEN FRAME
TRACKING RULES
CLOUD INFRASTRUCTURE
PAIRED
HIGHLY AVAILABLE FAULT TOLERANCE
DATA-CENTERS
18

After ensuring adoption of the outcomes, organizations may ask, “Yes, but how do I determine
which capabilities are necessary to achieve these outcomes?” The steps outlined above, when
combined with the Journey approach, will allow organizations to understand how to implement
and get value from the solution. However, which capabilities are really being used in the
overall solution?

This visualization groups the capabilities of the ServiceNow portfolio into consumable areas.
From the bottom up
• The Cloud Infrastructure that ServiceNow maintains is at the core of delivering a fault-
tolerant and highly available system.
• The Platform, which encompasses much more than we can articulate on a single slide,
delivers core functionality across every application in the portfolio, from Knowledge
Management to Open Frame as a conduit for Call integrations. Moving upwards, we
begin to leverage that platform for key application and management areas that enable
more and more capability into the environment.
• Operations Management is focused on enhancing and enabling the operational aspects
to include Event enrichment, Cloud Operations and Automation.
• Analytics looks at both reporting and driving a more performance-based approach to
visualizing and managing based on insights.
• Application Development provides an ecosystem to enable a more agile and effective
application development framework on the Platform. This capability is utilized both for
building business applications, as well as managing the configuration of the portfolio
itself.
• Service Management encompasses the core of IT Service Management, as well as
Enterprise Service Management areas, like Human Resources, Customer Service,
Facilities, etc.
• Security Operations is the area of the portfolio that enables organizations to detect and
eradicate security-related risks in a standardized and governed manner.
• Business Management area highlights capabilities around managing the business
elements that impact the organization. This is focused on managing portfolios,
resources, and overall governance of the environment.
• Engagement and Experience areas on the left, include how consumers interact with the
capabilities on the platform.
• On the right side, it’s about the externalized integrations into systems of action,
reference, and of record.

Modernize

Capability Roadmap
BUSINESS MANAGEMENT
BUSINESS MANAGEMENT

AND
AND & SYSTEMS OF
AND SYSTEMS
VULNERABILITY
RESPONSE
PORTAL MID SERVER
AGILE

ORCHESTRATION
PLATFORM
PLATFORM
TIME
TRACKING RULES
CLOUD INFRASTRUCTURE LEGEND

MODERNIZE
Leveraged
PAIRED
DATA-CENTERS
NOT IN SCOPE
NOT IN SCOPE
19

In the Modernize Phase, highlighted in the orange boxes, organizations begin to implement
foundational components to deliver on the overall requirements.

This phase focuses on the initial capabilities required to eliminate service outages. These
foundational capabilities include the following from each of the functions:
• Service Management
o Problem
o Change
o CMDB
• Operations Management
o Discovery
o Service Mapping
• Analytics
o Reporting
• Integrations & Systems of Record
o Mid Server
• Platform
o Knowledge
o Collaboration
o Notification
o On Call
o Workflow
• Cloud Infrastructure
o Highly Available
o Paired Data Centers
o Fault Tolerance

There is a force multiplier as it relates to ServiceNow’s overall solution set. The use of core
platform functionality, such as reporting, workflow, as well as the Cloud infrastructure, delivers
a more enhanced solution to deliver on the ITOM approach.

Transform

Capability Roadmap
Resolve Real Security Threats Fast
BUSINESS MANAGEMENT
BUSINESS MANAGEMENT

AND
AND & SYSTEMS OF
AND SYSTEMS
VULNERABILITY
RESPONSE
PORTAL MID SERVER
AGILE

ORCHESTRATION
PLATFORM
PLATFORM
TIME
TRACKING RULES

MODERNIZE
Leveraged
PAIRED TRANSFORM
DATA-CENTERS
NOT IN SCOPE
NOT IN SCOPE
10
In the Transform phase of the Journey, organizations begin to take advantage of more and
more platform capabilities. They begin to add additional Analytics and Intelligence in the
overall process.

This phase focuses on the transformational capabilities required to eliminate service outages.
These foundational capabilities include the following from each of the functions:
• Security Operations
o Threat Intelligence
o Problem
o Incident
o Change
o Discovery
o Service Mapping
• Analytics
o Performance Analytics
• Platform
o Collaboration
o Notification
• Integrations & Systems of Record
o Mid Server

Innovate

Capability Roadmap
BUSINESS MANAGEMENT
BUSINESS MANAGEMENT

AND
AND & SYSTEMS OF
AND SYSTEMS
VULNERABILITY
RESPONSE
PORTAL MID SERVER
AGILE

ORCHESTRATION
PLATFORM
PLATFORM
TIME
TRACKING RULES

MODERNIZE
Leveraged
PAIRED TRANSFORM
DATA-CENTERS INNOVATE
NOT IN SCOPE
NOT IN SCOPE
21

In the Innovate Phase, organizations now have a firm foundation of Insight and Operational
effectiveness.

This phase focuses on the innovative capabilities required to eliminate service outages. These
foundational capabilities include the following from each of the functions:
• Business Management
o Financial Management
o Project & Portfolio
o SLA Management
o Orchestration

Conclusion

Capability Roadmap
EXTENSIONS
BUSINESS MANAGEMENT
BUSINESS MANAGEMENT
COMMON
DEMAND FINANCIAL GOVERNANCE, RISK & APPLICATION PROJECT & RESOURCE VENDOR INTERACTIONS`
MANAGEMENT MANAGEMENT COMPLIANCE PORTFOLIO PORTFOLIO MANAGEMENT MANAGEMENT

AND
AND & SYSTEMS OF
AND SYSTEMS
VULNERABILITY
RESPONSE
PORTAL MID SERVER
AGILE

ORCHESTRATION
PLATFORM
PLATFORM
TIME
TRACKING RULES

MODERNIZE
Leveraged
PAIRED TRANSFORM
NOT IN SCOPE
NOT IN SCOPE
22

Building on the previous images, organizations can see the evolution of capabilities needed to
drive this solution, from Modernize, to Transform, to Innovate.

This phase focuses on the final capabilities required to eliminate service outages through
common interactions. These foundational capabilities include the following from each of the
functions:
• Business Management
o Demand Management
o Governance, Risk & Compliance
• Extensions
o Common Interactions
o Incident
o Release

Phased Interactions
Modernize

Phased Interactions
EXTENSIONS
BUSINESS MANAGEMENT
BUSINESS MANAGEMENT
COMMON
DEMAND FINANCIAL GOVERNANCE, RISK APPLICATION PROJECT & RESOURCE VENDOR INTERACTIONS`

AND
AND & SYSTEMS OF
AND SYSTEMS
Service
Discovery
VULNERABILITY
MOBILE PROBLEM
INCIDENT INCIDENT CHANGE CMDB SLA MGMT RELEASE ASSET WEB SERVICES
RESPONSE
Creation of Service
OPERATIONS MANAGEMENT ANALYTICS APPLICATION DEVELOPMENT
Incident Maps ANALYTICS APPLICATION DEVELOPMENT
PORTAL MID SERVER
AGILE

ORCHESTRATION Correlate Events
PLATFORM
PLATFORM
TIME
TRACKING RULES

MODERNIZE
PAIRED
DATA-CENTERS
23

Building on the format in the previous images, the next few diagrams will highlight interactions
among capabilities and areas. This should provide a clearer picture of what’s happening
between those components at each phase of the Journey.

Each line in the above diagram represents data interactions between capabilities, and the black
boxes identify what those interactions enable for the organization. These interactions are as
follows:
• Service Discovery
o CMDB
o Discovery
• Creation of Incident
o Incident
o Service Mapping
• Service Mapping
o CMDB
o Service Mapping
• Correlate Events
o Discovery
o Incident
o Service Mapping
o Mid Server
o Notification

Transform

Phased Interactions
EXTENSIONS
BUSINESS MANAGEMENT
BUSINESS MANAGEMENT
COMMON

AND
AND & SYSTEMS OF
AND SYSTEMS
VULNERABILITY
MOBILE PROBLEM
INCIDENT INCIDENT CHANGE CMDB SLA MGMT RELEASE ASSET WEB SERVICES
RESPONSE
Event
Dashboards
Visibility Into Automated Incident
PORTAL Events Creation MID SERVER
AGILE

ORCHESTRATION
PLATFORM
PLATFORM
TIME
TRACKING RULES

MODERNIZE
PAIRED TRANSFORM
DATA-CENTERS
24

The transform phase builds upon the capabilities available in the modernize phase with
interactions and additional value elements to deliver the overall solution. At this point,
organizations start to see more inherent collaboration, technology integrations, and better
overall visibility.

follows:
• Event Dashboards
o Portal
o Performance Analytics
• Visibility into Events
o Portal
o Event Management
• Automated Incident Creation
o Incident
o Event Management
Innovate

Phased Interactions
EXTENSIONS
BUSINESS MANAGEMENT
BUSINESS MANAGEMENT
COMMON

ENGAGEMENT Cost of Service INTEGRATIONS
AND
AND Outage & SYSTEMS OF
AND SYSTEMS
VULNERABILITY Incident Input into

MOBILE Auto-Remediation PROBLEM
INCIDENT INCIDENT CHANGE CMDB
Projects SLA MGMT RELEASE SERVICE LEVEL
ASSET WEB SERVICES
RESPONSE
of Incident
Incident to SLA
PORTAL MID SERVER
AGILE

ORCHESTRATION
PLATFORM
PLATFORM
TIME
TRACKING RULES

MODERNIZE
PAIRED TRANSFORM
25

In the Innovate phase the interactions are key to finalizing the delivered solution. This rounds
out the overall approach and solution design.

follows:
• Cost of Service Outage
o Financial Management
o Incident
• Auto Remediation of Incident
o Orchestration
o Incident
• Incident Input Into Projects
o Project & Portfolio
o Incident
• Incident to SLA
o Service Level
o Incident

High Level Integrations Architecture

Once organizations understand the interactions required between capabilities to eliminate
service outages, they may say “Yes, but how do we build integrations with external systems to
architect for success?” In every solution, there is the potential for external integrations into
systems of reference or record that provide additional capabilities not found on the platform.
The integrations are linked to their core capability, and external systems are denoted outside of
the Platform Cloud ecosystem.

Customer Journey – Delivery

Customer Journey - Delivery


CAPABILITIES Prescriptive
INFRASTRUCTURE & CMDB ASSESSMENT INFRASTRUCTURE & CMDB ASSESSMENT

INFRASTRUCTURE & CMDB ASSESSMENT
TECHNICAL BEST PRACTICES WORKSHOP TECHNICAL BEST PRACTICES WORKSHOP
TECHNICAL BEST PRACTICES WORKSHOP
CONSULTING REPORTING AND ANALYTICS WORKSHOP
REPORTING AND ANALYTICS WORKSHOP REPORTING AND ANALYTICS WORKSHOP
SOLUTION BASELINE AND OUTCOME ASSESSMENT SOLUTION BASELINE AND OUTCOME ASSESSMENT
SOLUTION BASELINE AND OUTCOME ASSESSMENT IMPLEMENTATION SERVICE ROADMAP IMPLEMENTATION SERVICE ROADMAP
DISCOVERY / SERVICE MAPPING IMPLEMENTATION

DISCOVERY / SERVICE MAPPING IMPLEMENTATION PA IMPLEMENTATION*
DISCOVERY / SERVICE MAPPING IMPLEMENTATION
IMPLEMENT PA IMPLEMENTATION
PA IMPLEMENTATION* EVENT MANAGEMENT IMPLEMENTATION
EVENT MANAGEMENT IMPLEMENTATION ORCHESTRATION IMPLEMENTATION
CLOUD IMPLEMENTATION
PERFORMANCE ANALYTICS FOR ADMINISTRATORS

PERFORMANCE ANALYTICS FOR ADMINISTRATORS DISCOVERY / SERVICE MAPPING ADMINISTRATOR
TRAINING PERFORMANCE ANALYTICS FOR ADMINISTRATORS DISCOVERY / SERVICE MAPPING ADMINISTRATOR EVENT MANAGEMENT ADMINISTRATOR
DISCOVERY / SERVICE MAPPING ADMINISTRATOR EVENT MANAGEMENT ADMINISTRATOR ORCHESTRATION ADMINISTRATOR
CLOUD ADMINISTRATOR
27

Finally, once organizations know how to implement integrations to ensure the proper
architecture, they may say “Yes, but how do we find the appropriate technical resources to
assist with these implementations?” ServiceNow customers can look to ServiceNow’s
Professional Services team to speak to how they can assist in ensuring the organization is able
to come along for the journey. ServiceNow has created prescriptive approaches to delivering
the defined solution in a phased approach.

• Each phase of the Customer journey includes
o A set of Consulting approaches focused on readiness, assessment, and process
implementation
o Implementation services for application and capability integrations
o Training to educate users, operators, and teams on how to use the technology to
achieve the agreed upon outcomes
§ ServiceNow offers a set of prescriptive training classes for HR
administrators and agents, as well as different operators
§ During each phase, there will be specific training elements to help
organizations get the most value from the solution.
• In the Transform phase, training around Performance Analytics
will help them get the most from dashboards and measurement
reporting on the appropriate KPIs.
• In the Innovate phase, Professional Services will add
Orchestration training to help teams create integrated and
automated flows to drive requests and life events in a low touch
manner.

Next Steps
For more information or to get a personalized presentation on how this applies to your
organization, reach out to your ServiceNow Account team. If you aren’t sure who to reach out
to go to https://www.servicenow.com/contact-us.html and click on sales to find the office
nearest you.

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Eliminate

Service Outages Journey Document

Eliminate Service Outages

How to Eliminate Service Outages

How to Eliminate Service Outages

Customer Journey - Outcomes

MINDSET MODERNIZE TRANSFORM INNOVATE

VISIBILITY AVAILABILITY AGILITY

Customer Journey - Metrics

MINDSET MODERNIZE TRANSFORM INNOVATE

VISIBILITY AVAILABILITY AGILITY

• Reduction in incidents related to • Decrease in incidents • Faster response time to outages

The Adoption Journey

Define Discover Consume Measure React Prevent Refine

ENGAGEMENT SECURITY OPERATIONS

CLOUD EVENT PERFORMANCE DEVELOPMENT TEST

ENGAGEMENT SECURITY OPERATIONS

CLOUD EVENT PERFORMANCE DEVELOPMENT TEST

CLOUD INFRASTRUCTURE LEGEND

ENGAGEMENT SECURITY OPERATIONS

CLOUD EVENT PERFORMANCE DEVELOPMENT TEST

CLOUD INFRASTRUCTURE LEGEND

ENGAGEMENT SECURITY OPERATIONS

CLOUD EVENT PERFORMANCE DEVELOPMENT TEST

CLOUD INFRASTRUCTURE LEGEND

ENGAGEMENT SECURITY OPERATIONS

CLOUD EVENT PERFORMANCE DEVELOPMENT TEST

CLOUD INFRASTRUCTURE LEGEND

ENGAGEMENT SECURITY OPERATIONS

CLOUD EVENT PERFORMANCE DEVELOPMENT TEST

CLOUD INFRASTRUCTURE LEGEND

ENGAGEMENT SECURITY OPERATIONS

CLOUD EVENT PERFORMANCE DEVELOPMENT TEST

CLOUD INFRASTRUCTURE LEGEND

ENGAGEMENT SECURITY OPERATIONS

VULNERABILITY Incident Input into

CLOUD EVENT PERFORMANCE DEVELOPMENT TEST

CLOUD INFRASTRUCTURE LEGEND

Customer Journey - Delivery

MINDSET MODERNIZE TRANSFORM INNOVATE

INFRASTRUCTURE & CMDB ASSESSMENT INFRASTRUCTURE & CMDB ASSESSMENT

DISCOVERY / SERVICE MAPPING IMPLEMENTATION

PERFORMANCE ANALYTICS FOR ADMINISTRATORS

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