Day 2 of Vegas!
After an amazing breakfast (cake!) it was time for the first keynote of the day.
Drive The Service Revolution – Dan McGee, Chief Operating Officer, ServiceNow
Dan opened the day in style with his take on what customers want: “what matters most to our customers? Ease of use!” Dan went on to explain the challenges faced by most organisations wrangling with complexity whilst trying to deliver value.
Dan talked about how moving to a single platform makes life easier:
Dan continued by talking about how just having a single platform isn’t the answer. To be truly efficient, we need a platform that enables people to collaborate easily; giving customers a connected experience across the platform.
Dan talked about the new ServiceNow Connect model for managing inbound communications “Connect is way more than chat, people can subscribe to information so that the right information can find you”. Dan continued by explaining that the Connect experience is available on every application within the ServiceNow platform using visual task boards to promote ease of use.
Kevin Murray (Senior Director of Product Marketing at ServiceNow) and Farrell Hough (GM & VP ITSM & Product Operations at ServiceNow) joined the stage to demonstrate how easy Connect is to use, raising, assigning and escalating an Incident in mere seconds.
The next part of the session focused on the sparkly new partnership between ServiceNow and Microsoft
It’s always nice when companies play nicely with each other and this collaboration means that companies transitioning to a public cloud environment can better manage their cloud resources with a single system of record; letting users track all their cloud resources through a self-service portal.
Dan moved the session on to talk about security. According to Dan “security is broken. It takes organisations an average of 206 days just to spot a breach”. Dan continued by running a demo of how ServiceNow can handle security showing how the connected workflow can patch a security threat in seconds going through the Incident – Emergency Change process.
Dan talked about the practical experience that went into ServiceNow’s security ethos, “the last thing you want to do at three o’clock in the morning when you’re dealing with a crisis is to pull out a long procedure, written on a pdf by a consultant” I hear you Dan, as a former Major Incident Manager for a large investment bank, I’ve been there. Dan talked about how important security was to ServiceNow sharing that third party penetration tests are carried out on every single ServiceNow release.
The Penultimate part of Dan’s session focused on customer service management. As Dan explained it, only 8% of customers think they’re experiencing good customer service. Doing nothing is not an option”. The ServiceNow customer service management technology will help customers “get off the ticket treadmill” and customers are reporting an average of 92% less time being spent on recurring Incidents. Campbell Soup and Bector Dickinson both shared their experience of how ServiceNow have helped them to be more efficient. It was then time for more product demonstrations as Deepak Bharadwaj (General Manager, HR Unit at ServiceNow) and Pat Calhoun (SVP Product at ServiceNow) joined Dan on stage to show how ServiceNow can be used to onboard a new hire just from a mobile phone app.
Dan finished on a preview of forthcoming attractions. A full benchmarking analysis tool of how ServiceNow compares against other industry players will be released in the autumn (or the fall if you’re reading this from the US) so watch this space!
The IT Asset Disposition Marketplace at eBay – Richard Donaldson, Director of Business Operations & Strategy, eBay
Richard’s session was about the Asset Management journey at eBay. Richard started by giving the audience some background on eBay. Not only is it the world’s largest online marketplace, it manages over 900 million live listings, has 83,000 physical servers and more than 433,000 network ports. That’s one complex environment.
Richard recounted how he had discovered the need for an Asset Management strategy when he realised that his organisation was paying over the odds for support costs, sometimes paying for support on assets that had already been returned.
Richard talked about the strategy used, meaning that eBay were able to move towards a leaner asset and inventory model. On talking about generating business support for Asset Management, Richard had this to say: “I’d love for Justin Timberlake to make Asset Management sexy because the cost savings are astronomical”. Us too Richard, I’m bringing Asset Management back anyone?
Richard explained about the need for business buy in and the need for service refreshes “we use Amazon, eBay and Google at home, then we head into work and it’s like going back to the stone age” Richard then shared some of the benefits realised from doing Asset Management; on retired hardware alone, his company makes over $20 million dollars a year by selling it on to be refurbished and resold after wiping the data “believe me with what we use to wipe our servers, not even a cockroach could survive”.
Richard concluded by sharing his three top tips:
- Asset disposition is a key pillar of lean inventory management
- Purchasing, management and disposal of assets is inefficient across all industries
- A market place for IT asset disposition can create value for all organisations
Panel Session: The Service Revolution in Risk & Compliance
Next up was an panel of experts talking all things ServiceNow risk and compliance. The panel was made up of:
- Nathan Dupirack – Product Manager – ServiceNow
- Carri Thompson – Director of Governance, Risk Management & Compliance – ServiceNow
- Andrew Wheatley – Head of Internal Audit – ServiceNow
- Tina Price – AVP IT Security & Governance – Careworks
- John Johnson – Director of Internal Audit and SOX Compliance – Red Robin
The first topic up for discussion was how ServiceNow can support Governance Risk & Compliance or GRC. John talked about how ServiceNow had enabled his organisation to move from spreadsheets to a single out of the box SOX solution and Tina shared how using a dedicated tool had given her organisation a more holistic view of risk enabling her department to be more streamlined and efficient.
Andrew gave the audience some background to GRC and ServiceNow explaining “our priority was to step away from the 90s technology and automate the workflow to manage risk; our main focus is automation, self service and transparency”. Carri gave the audience an idea of the commitment ServiceNow has to GRC, ServiceNow is aligned to 15 different standards and frameworks.
The second topic of discussion was how GRC can evolve over time. Tina talked about how GRC can be applied beyond auditing to support other areas such as IT Service Continuity Management. Tina shared her top tips for GRC transformation “look for quick wins to drive adoption and evolution; it gives your stakeholders and auditors the message that compliance is important to you”. John advised delegates looking to introduce continuous monitoring to ensure that ownership is in place and that a process exists to manage exceptions.
CMDB Optimisation At Johnson & Johnson – Anders Rajka, Senior Business and Information Technology Executive at Johnson & Johnson
My afternoon was rounded off by a session on CMDB optimisation. Anders opened the session by giving the audience some background information on Johnson & Johnson. J&J are a global leader in healthcare (and baby shampoo) with 128,000 employees. The J&J CMDB has over 5 million CIs, over 4,600 service requests for CI reports and over 4,000 ServiceNow users or as Anders put it “a big company with big complexities and lots of technical debt.”
The J&J Configuration Management mission was to reduce the number of applications by 40%. They did this by moving to a federated CMDB model in order to support IT operations, enable a move to a cloud based environment and increase transparency. This led to cost savings through removing duplicated and legacy assets as well as increased customer satisfaction.
The J&J CMDB optimisation project was implemented over 3 main releases, using Agile to keep the project on track. This included 38 user stories, 1o epics over 3 releases and 8 sprints proving that you can use Agile and Lean in a validated environment. Anders talked about the need for effective organisational Change Management to drive service transformation sharing that he used the CIO newsletter to promote the benefits of the CMDB.
The benefits of the project were impressive; a 47% reduction in CIs, 895 reduction in relationships and 1,000 end users trained. The downtime associated with product upgrades was reduced by 50%, data quality was improved and the improved service visibility lead to a reduction in Incident resolution times.
Anders concluded by sharing his three top tips:
- Keep your CMDB simple and federate where you can
- Adopt Agile and Lean for a quick return on value
- Enable transformation via effective organisational change
That’s all for now; come back soon for our recap of Day 3!