Cakes, Dilbert & ServiceNow!

We were lucky enough to be invited to a ServiceNow seminar in London just before Christmas. The theme of the event was “is your ITSM keeping up with the business?” Naturally we pounced on this like a cheetah on a trampoline so here’s our take on the big day.

ServiceNow

2015 Update – Tom Warren, Sales Director of New Business – ServiceNow

First up was Tom Warren, Sales Director of New Business for ServiceNow. Tom kicked off the afternoon by giving us a whistle stop tour of how 2015 has treated ServiceNow. It’s been an impressive year in terms of growth; two thirds of the world’s biggest banks are now ServiceNow customers.

Tom talked about the passion ServiceNow has for embracing technology: “self-service empowers our users and synergises what they’re using at home. No one wants to use tech that’s 20 years out of date” so far so standard for ITSM toolsets but Tom went on to explain that there is now a ServiceNow app for Apple Watch. Can you imagine being able to log Incidents or approve Service Requests on your watch? How awesome is that?!! (Disclaimer: I’m a huge geek).

Tom continued by talking about how ServiceNow can drive efficiencies at an enterprise level by automating manual tasks. He shared how the product has evolved over time by working with partner ecosystems to drive the transformation process.

Tom ended his session by re-affirming the ServiceNow commitment to its customers encouraging everyone to look at the ServiceNow user community for news, support and FAQs. He reminded the audience “24 by 7 by 365 support and upgrades are included in the licence because we want you to have the best product” – something I totally agree with as there’s nothing worse than spending thousands of pounds on a tool only to spend yet more money every time you have an issue, question or need to upgrade.

 

Value & Efficiency – Neil MacGowan, Enterprise Strategist – ServiceNow

Next up was Neil MacGowan, enterprise strategist for ServiceNow. Neil’s opened his session with a Dilbert cartoon so naturally I was totally on board from the off. Neil gave us the shocking statistic from a recent study that found people are spending 15 hours a week on admin tasks. I loathe anything admin related with a fiery burning passion so completely agree that we need to sort this out. Neil continued by saying that the reason we do so much admin is “multiple departments, outdated tech & inefficient processes”.

Neil gave us a practical example of how ServiceNow can help “before we used ServiceNow for purchase orders, it took an average of 20 emails just to sort one purchase order”. Ouch.  Neil outlined a user experience we can all empathise with: “users go from using Facebook, Amazon, Google etc. at home, then they go into work and are forced to use Soviet era tech. No wonder they’re frustrated”.

Neil demonstrated how ServiceNow can be used to support HR, Marketing and Facilities as well as IT and explained how CreateNow module can create a new support application in minutes. Neil talked about CSI and next steps stating “today’s innovation is tomorrow’s commodity. We need CSI to keep going”.

Neil ended his session by talking about value reminding us: “the true value of  ServiceNow is (1) what you can save (2) what you gain in operations & (3) innovation”

 

Bans Sagoo – Functionality Expert – ServiceNow

The final session we attended was run by Bans Sagoo. His session was called “a look under the hood” Bans used his session to outline how ServiceNow can be used to manage multiple Service Desks, Major Incidents and management analytics.

Bans took us through the ServiceNow Major Incident experience which was slick, efficient and optimised with fab reporting dashboards enabling beleaguered Incident Managers everywhere to be able to report back to management with sensible updates. Bans finished by explaining that having a solid common workflow means you can build structured processes; something I completely agree with especially if you use modelling and templates.

 

A Fun, Informative Event

For my money, this was a really useful and fun event. It’s always nice to see the big software companies give something back and the day was an exciting mix of brand, functionality and process design presentations. The customers I spoke to were all really engaged and a great day was had by all. Thank you to ServiceNow for inviting us along and we hope to be back next time.

 

 

Transforming User Experience Seminar – Why Attend? [Video]

Want to know more about Transforming User Experience? Barclay Rae explains why you should attend our seminar on 6th March at the BCS in London.

Event Summary

Alternatively for more information click here

Event Listing: Transforming User Experience

ITAM_ITSM_LOGOS_FINALFollowing the success of our recent IT Asset Management events program we are very pleased to announce our very own series of events here at The ITSM Review, beginning with ‘Transforming User Experience – Enterprise Service Management and Self Service’ Seminar at the BCS in central London.

In a nutshell: The Transforming User Experience – Enterprise Service Management and Self Service expert led seminar will highlight how the use of self service and automation can help IT departments to focus on key business priorities.

Helping Customer Help Themselves

Do you want to ensure your team or department is viewed as a valued provider and business enabler? This event focuses on how tools and techniques used in IT can be utilised across organisations and enterprises to build real collaboration, improve efficiency and quality of work.

This free* seminar, led by ITSM authority Barclay Rae, will provide practitioners with access to key knowledge and practical guidance on ITSM, networking/interaction and the opportunity to discuss issues with industry peers, together with access to recent ITSM Review Group Test content on Enterprise Service Management/Outside IT and Self Service.

This is an extraordinary opportunity to explore the current challenges of 2-speed ITSM together with practical examples of how to re-invent the IT department using self-service, automation, Enterprise Service Management and positive transformation from with one of ITSM’s leading professionals.

*Free to attend, however cancellations charges apply.

Event Summary

  • Who: The ITSM Review
  • What: Transforming User Experience – Enterprise Service Management and Self Service
  • When:  6th March 2015
  • Where: BCS Offices, The Strand / Covent Garden, Central London
  • Cost: Free
  • How: Click here to book

 

Speaker Profile

SITS ITSM Contributor of the Year 2014 - Barclay Rae
SITS ITSM Contributor of the Year 2014 – Barclay Rae

SITS ITSM Contributor of the Year 2014, Barclay Rae is an experienced consultant, mentor and business manager. With over 25 years working in the industry & upwards of 500 ITSM projects under his belt, you can be sure that his latest seminar will be packed full of practical & proven tips & tricks.

His work as a consultant, mentor and ITSM analyst have put him in high demand at industry conferences globally with appearances at SITS, itSMF, Pink Elephant, Fusion, BCS etc & we are thrilled to have him leading this seminar.

Transforming User Experience – Enterprise Service Management & Self Service will draw from Barclay’s wealth of experience & recent market research, along with practical examples, to help delegates use strategic direction and recognise end-user opportunities to improve their ITSM.

Agenda

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Speakers & Sessions

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Sponsors

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