IT Business Management Run IT Like a Business
IT Business Management “Run IT Like a Business"
Introduction Kit Overview This kit contains the following to help prepare you for giving an overview at a kick-off meeting or having an initial conversation with a department that may be interested in Service. Now: • Elevator Pitch: Short conversation to spark interest • Objection Handling: Steps to confidently engage when there is a concern • Solution-Specific Slides: Insert in presentations or communications related to the following situations: • A current project or use of these solutions • Initial meeting with an interested party • Presentation on the value of the platform to get commitment to meet with Service. Now for more details about specific requirements • Case Studies: Share compelling success stories to bring value to life. Choose a case study that resonates with you. Additional case studies can be found here: http: //www. servicenow. com/customers. html 2 © 2018 Service. Now, Inc. All Rights Reserved.
Elevator Pitch 3 © 2018 Service. Now, Inc. All Rights Reserved.
Elevator Pitch • The Service. Now Platform approach to running IT like a business eliminates point solutions, shifting dollars from running the business to growing the business, breaking down silos, getting applications to market faster—all while showing value all along the way. • IT is being asked to do more with less while taking on big initiatives like digital transformation, the consumerization of IT, and improving the user experience. All while running the day to day systems. • The problem facing most organizations? In a word, complexity. While IT is great at building new houses they never move out of the old ones – leading to the phrase “Technical Debt. ” Left unchecked, over time this complexity ends up consuming almost every dollar spent on IT. • A recent example of this is Danone who shifted 30% of its IT spend from running the business to growing it, and shifted spend to where it matters most. 4 © 2018 Service. Now, Inc. All Rights Reserved.
Objection Handling 5 © 2018 Service. Now, Inc. All Rights Reserved.
Objection Handling Objection handling can be tricky and is uncomfortable for most. But by taking time to listen, ask questions, and research it helps to further build value and your credibility– and it’s a great reason to speak with them again! Objection Handling Process: Steps to effectively handle an objection Common Examples: Samples of typical objections, and some talking points. Strongest Response: “That is an interesting concern, let me do some research and get back to you” can be a very powerful response. • Lets them know that you take their concern seriously • Gives you the opportunity to formulate the RIGHT response and show value • Gives you the opportunity to reach out to them again 6 © 2018 Service. Now, Inc. All Rights Reserved.
The Objection Handling Process Validate Address Explore Empathize Listen • Ask them to explain their objection • Take it seriously • Do not scoff or contradict them • Show that you recognize and accept their concern • Confirm that some current services have had similar concerns in the past • Understand the objection by asking questions • Drill down to uncover the real area of concern • Capture details and let them know you will look into it 7 • Speak to the value of shared platform and ease of configuration to address functionality concerns • Speak to how your team has overcome similar issues in the past and how • Offer to schedule a 60 min in depth review with Service. Now • Provide follow up information • Confirm you have addressed the objection • Schedule follow-up action as required © 2018 Service. Now, Inc. All Rights Reserved.
Objection Examples Objection: Service. Now is not mentioned on Gartner PPM Magic Quadrant Objection: Service. Now does not have all the functionality of a legacy PPM product like CA PPM It is common for people to have evaluated Service. Now for PPM some time ago and not realized how much Service. Now has invested in this space in the last few releases. Service. Now provides all the key functionality for ideation/demand, project, agile, resource, test, release, and portfolio management, with over a thousand customers successfully executing with it. This is because many of the criteria for being included focus on legacy PPM capability and exclude products based on broader platforms. You can find Service. Now reviews on Gartner. com here. Service. Now ITBM has been named a leader in the Forrester Wave: Strategic Portfolio Management Tools. See the report here: https: //www. servicenow. com/lpayr/forrester-spm-wave. html In addition, the value that the others can’t offer is in the ability to seamlessly integrate with other services and user/asset data on the platform. This provides a holistic view of all tasks assigned to resources, prioritization of those tasks, the end-toend impact of projects and the services, integration with the CMDB to provide insight about other activities (incidents, change requests, releases, etc. )—which leads to visibility of overall business goals rather than just individual project goals. Service. Now offers a service-oriented approach that uniquely captures the end-to-end process from Ideation through release, and its incorporation with other services and data on the platform. This removes the common barriers between operations and project portfolio management. When can we schedule 30 minutes to review a bit further? 8 © 2018 Service. Now, Inc. All Rights Reserved.
ITBM-specific slides – add to a Service. Now introduction deck 9 © 2018 Service. Now, Inc. All Rights Reserved.
A Single System of Action Custom e Servic r e ice ent v r Se gem na a Facilities M Finance Marketing Legal Customer Service HR Field Services HR Security Incident Response Asset Service Levels Problem Peer Benchmarking Service Catalog Knowledge Base Vulnerability Response Performance Forecasting Reports & Dashboards Service. Now Platform Risk Subscription & Notification Anomaly Detection Demand Resource Project & Portfolio Agile Development & Test IT Ma Bus na ine ge ss me nt App Portfolio Financial Management Single Database Vendor Workflow Service Discovery Mapping 10 Audit Compliance Contextual Collaboration Orchestration Developer Tools Threat Intelligence & GRC Predictive Modeling Incident Service Portal Sec. Ops Change & Release Cloud Management Orchestration Event Management ions t a r nt pe IT O ageme Man © 2018 Service. Now, Inc. All Rights Reserved.
Giving you unmatched visibility, alignment, and velocity Financial Planning Financial Modeling Incident Service. Now IT Service Management Visibility Manage Financial Showback Problem Application Portfolio Management Change Service Lifecycle Orchestration Alignment Ideation and Demand Service. Now IT Business Management Resource Management Service. Now IT Operations Management Discovery Project Portfolio Management Operate CMDB Velocity Agile Development Service Mapping Test Management Enterprise Release Management 11 © 2018 Service. Now, Inc. All Rights Reserved.
Business Issues Expensive and complex legacy environment Shifting resources to align with business strategy 44% of CIOs believe complex legacy technology is the main barrier to digital transformation* Companies on average spend 66% of their IT Budget on Run** 12 Show value to CEO and Board 47% of CIOs are being challenged by the board of directors to make progress in digital business*** © 2018 Service. Now, Inc. All Rights Reserved.
The challenge, in a word: Complexity managing IT FINANCIAL MODELING FINANCIAL CHARGING FINANCIAL MANAGEMENT APPLICATION PORTFOLIO DEMAND MANAGEMENT APPLICATION PORTFOLIO MANAGEMENT RESOURCE MANAGEMENT FINANCIAL PLANNING PROJECT PORTFOLIO MANAGEMENT 13 PROJECT PORTFOLIO TEST AGILE DEVELOPMENT MANAGEMENT AGILE DELIVERY © 2018 Service. Now, Inc. All Rights Reserved.
Complexity Managing Existing Application Landscape Increases costs Increases risk �� �� Consumes resources time �� Decreases performance 14 © 2018 Service. Now, Inc. All Rights Reserved.
Complexity Coordinating Organizational Siloes Business IT • Business has a need • Defines & Prioritizes Requirements • Demands Speed & Agility Development • Plans delivery Poor Visibility • Executes plan / sprints • Create stability • Testing • Enhance services Lack of Alignment 15 Operations Delays © 2018 Service. Now, Inc. All Rights Reserved.
Start by aligning with the business New demand Strategy Resources Technology Cost Risk Innovate or transform Modernize Enhancements App support On a common platform 16 Defer low impact “run items” © 2018 Service. Now, Inc. All Rights Reserved.
Work where it matters, accelerate time to value Strategy and Goals Ensure only Financial Idea Portal Modeling Align to Optimize portfolio inline with Strategy & Demand Priorities & Constraints Financialright ideas Application Resource proceed Showback Portfolio Goals Management IT Financial Management Business Capabilities Project Portfolio Agile Development Test Management Strategic Application Portfolio Technology Portfolio Financial Planning Product, Program, Project, Epic Demand Portfolio Application Portfolio Management Estimate Demand Change Waterfall, Agile, Hybrid Project and Portfolio Management Fast Track Release RTB Agile Delivery Operational Real-Time Visibility into Resource and Financial Management Application and service lifecycle Common Platform, Data Model, Workflow and Service Framework 17 © 2018 Service. Now, Inc. All Rights Reserved.
Case Studies 18 © 2018 Service. Now, Inc. All Rights Reserved.
While showing value back to the business Re-direct spend to critical apps Work where it matters the most Accelerate time value to Major Automobile Manufacturer 5% reduction in duplicate/overlapping applications 30% shift in resource capacity from business as usual to strategic initiatives 19 30% acceleration in time to deliver projects and products © 2018 Service. Now, Inc. All Rights Reserved.
Drinking our own champagne 20 © 2018 Service. Now, Inc. All Rights Reserved.
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