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Reaching New Heights in Service Management Reaching new heights in service management Deloitte and ServiceNow Reach new heights in serviceGLOBAL SYSTEMSmanagement INTEGRATOR PARTNER1 Contents The rise of service management....................................2 Deloitte and ServiceNow offerings ........................... ....3 Why us? ....................................................................... 4 ServiceNow – HR Automation Tool. ........................... ...6 ServiceNow – Mobile Ordering Application. ............... ..8 ServiceNow – Global Events Management Application ........................................... 10 Reach new heights in service management 2 The rise of service management Deloitte and ServiceNow offerings When it comes to service management, business leaders continue to We can provide you with the full breadth of ServiceNow offerings, face three primary challenges: meeting spiraling customer demands, from strategy to implementation and managed services: managing rising complexity in their service delivery models and working with increasingly constrained budgets. Strategize and plan • ServiceNow Readiness Assessment In light of these realities, organizations that want to deliver an • ServiceNow Strategy & Roadmap exceptional client experience are coming to realize that their service • ServiceNow Service Management Operational Framework management capacity needs to evolve. For many organizations, this means equipping themselves with tools that enable them Design and develop to seamlessly deliver services, while reaching new heights in • ServiceNow Implementation performance. This is where enterprise service management • ServiceNow Process Improvement (ESM) comes in. • ServiceNow Team Development & Training Deloitte has teamed with ServiceNow to help you quickly Run and operate and cost-effectively reach the service management summit, with this market-leading Software as a Service solution and Deloitte’s • ServiceNow Continual Service Improvement proven experience in technology-enabled business transformation. • ServiceNow Implementation Review This partnership enables our clients to realize quantum leaps in service • ServiceNow Performance Analytics & Dashboarding management and performance for the enterprise. In addition, the use cases for the ServiceNow platform are seemingly endless, with many leading organizations building their own custom applications to transform services that touch every part of their business. 2 Reach new heights in service management 2 Why us? By combining Deloitte’s in-depth understanding of your business, your market and your competition, along with ServiceNow’s market leading Service Management platform, you have access to: • Exceptional experience: Deloitte has designed, implemented and operationally sustained a variety of large and complex ServiceNow implementations around the world. • The right team: Our people have delivered multiple ServiceNow implementations and over 100+ service management Our product assessments, implementations and optimization projects. • The tools you need: We leverage tailored accelerators, deep offerings industry-specific solutions and custom-built applications to lead not only the technical aspects of ServiceNow implementations, but also the governance, process and people changes required for success. • Knowledge sharing opportunities: With deep expertise in the language of service management, our teams leverage leading practices to drive a common language across your business. • A truly global service: Through this partnership, we can offer on-the-ground skilled resources wherever you do business. Our 35 offshore Delivery Centres provide access to over 35,000 people with ‘round the clock’ development teams at competitive rates. 4 Reach new heights in service management 3 Reach new heights in service management 4 ServiceNow – HR Automation Tool The HR Automation Tool creates a single unified user experience for Customer pain points employees, managers, and HR specialists. It is a ServiceNow-based Role Why do they care? What value do we platform that accommodates a host of HR user scenarios and can be bring? tailored to respond to others that are unique to the organization. HR They want to provide A single point of entry It allows users to provide self-service, streamline case management, specialists the highest level into different HR knowledge management, and allow easy collaboration with other of service to their systems allowing for users. This creates a singular experience that ultimately enhances the customers. increased efficiency and relationship between the employer and employee. collaboration. Solution overview Managers They want to easily Increased visibility into manage day to day HR the organization to operations and ensure increase productivity high customer service. and customer satisfaction. Employees They expect certain A singular experience level of service when it designed around comes to HR functions. the user to increase satisfaction and allow employees to focus on their day to day job. Problem How to qualify the sale • Multiple human resource information systems or HR solutions • Does the complexity of your HR environment impact your • Employee retention ability to respond to user inquiries? • Lack of transparency into HR processes • Do your employees expend more resources and time than • Inability to collaborate you’d like figuring out HR processes? • Is the quality of your service compromised by the complexity Solution of the environment you have to support? • Single portal designed around the user • Do you have sufficient visibility into your environment to • Increase customer satisfaction adequately manage HR operations? • Centralized hub of HR information, answers and systems • Allows HR professionals and employees to easily collaborate 6 Reach new heights in service management 7 ServiceNow – Mobile Ordering Application We have partnered with our ecosystem partners to develop a solution Customer pain points for mobile devices that standardizes the ordering process across your Role Why do they care? What value do we bring? global organization. Our solution integrates with the major global carriers and can be integrated with any mobile provider through CIO They want to improve Deloitte’s MO application our open APIs. This integrated suite of capabilities will allow you the perception of IT, provides a world-class to reduce complexity in the ordering process and standardize the while improving service front-end with back-end management of mobile devices through improved reporting and and efficiency. business processes that integration with mobile asset management expense management, improve efficiency. and incident management. CFO They want to better Consolidate billing Solution overview understand mobile information across costs and locate providers and identifies opportunities to areas of cost savings using reduce cost. pre-built supports. Business They want to Standard processes and units standardize the process reports to reduce the and make it easy to use complexity of mobile for end users. device management across the business units. Problem How to qualify the sale • Inconsistencies in the ordering process across business units • Do your customers complain about the complexity of ordering a • Multiple mobile suppliers new mobile device? • Difficulties in tracking mobile device expenses • Do you have insight into all your mobile suppliers with the ability • Lack of mobile device management to manage vendor performance and spend? • Do you have sufficient visibility into mobile device inventory? Solution • Standardization of ordering process • Consolidation of mobile expenses • Integration with mobile provisioning and management services 8 Reach new heights in service management 9 ServiceNow – Global Events Management Application The Global Events Management Application creates a single unified Customer pain points user experience for end users, support teams, and support leadership. Role Why do they care? What value do we Built on the ServiceNow platform, existing modules can be rapidly bring? deployed to remedy organizational pain points, or applications can be configured in minimal time to meet more unique specifications. An End users There is a lack of Our deep intuitive user interface built from the end user and fulfillment team’s transparency and/or an understanding of UI/UX input ensures adoptability of the application, as well as increased intuitive user interface. best practices ensures ownership. Metrics derived from applications built on this platform that users require little can enable support teams to more effectively manage their work to no training at all to throughout its entire lifecycle. use the app. Solution overview Support There are unbalanced Lean Six Sigma teams workloads, inefficient methodology is applied processes, lack of via RIME’s to ensure automation, manually that the most current entry & longer and efficient processes response times. are implemented. Real time reporting Support They want insight enables support teams leadership into the metrics that to have insight into give them the pulse of a case or request’s the event. entire lifecycle. Also, aggregrate reporting can provide leadership teams the ability to Problem constantly evolve. • Disparate data sources • Inefficient processes • No single-source of record How to qualify the sale • Long development cycles • Does the complexity of your IT infrastructure impact your ability to • Lack of knowledge transfer from one event to another respond? • Do you expend more time
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